Job Description
What's in it for You?
· Work for one of the largest banks.
· Full time hours.
· Up to 6 months temporary assignment
. Pay Rate of $18/ Hr.
What is the Job?
· Ensure transaction requests are completed compliantly according to business policy with a high degree of competence within defined service levels
. Ensure customer and corporate records are accurately maintained and reconciled in order to minimize firm exposure or risk
. Ensure that client or firm risk is mitigated but reporting anomalies to the Team Manager or Manager.
. Exercise discretion and sound judgment when correcting errors
. Monitor client accounts to ensure that appropriate documentation changes have been made, and correction requests have been completed
. Process various customer and internal requests, transfers and / or conversions (which will vary in dollar amount and difficulty)
2. To ensure a superior level of customer experience and client experience:
. Respond to inbound inquiries from the Call Centers in an informed, efficient manner, within established SLAs
. Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your Team Manager or Manager.
. Liaise with various support partners such as Compliance or Wealth Operations when needed, to ensure client issues are resolved in a timely manner
. Perform financial corrections and adjustments in client accounts within authorized limits and/or defined approval criteria
3. To actively collaborate with internal staff and support departments to ensure that business needs are met:
. Actively participate in a team learning through active cross-training, developmental and team performance activities including team meetings and coaching sessions
. Obtain and forward necessary documentation to customers and / or other departments to ensure transactions are completed efficiently and accurately
. Pro-actively investigate and follow up on inquiries or escalations and refer to Team Manager or Manager as necessary
. Collaborate with Call Centers or other partners across the Bank to ensure client request are responded to effectively and efficiently.
. Provide reports and statistical information to management and / or other departments as required
What Do You Bring to the Job?
. Prior knowledge of the securities / brokerage operations including areas such as Client Onboarding, Brokerage Transfers, Cash Management and Regulatory Documentation
. Prior knowledge of financial industry policies and regulations including AML, Privacy, KYC and CASL
. Strong organization, problem solving, customer service and communications skills
. Strong time management skills to ensure Service Levels are always maintained
. Ability to work with computer based platforms and applications
. Knowledge of AS400, Broadridge, SCORE, WebPost, OAM/ICON or STAR an asset
. Ability to work in a fast paced environment where volumes are directed by market activity, customer demands and seasonal peaks
. Ability to work with others under a self managed team structure showing concern and understanding for the needs of customers and staff
. Ability to set and achieve goals, with guidance and coaching from management
. Ability to exercise discretion with sensitive information
. Demonstrated PC user skills including word processing, MS Office, spreadsheets and database management