BMO institutional client service associate coordinating onboarding, reporting, and account operations. Supporting investment clients and Institutional Sales across financial - services teams.
About the role
- Client services lead supporting bilingual bank and brokerage clients for Broadridge, a financial technology company. Coordinating issue resolution, implementations, product adoption, and service improvements.
Responsibilities
- Serve as a primary point of contact for large financial services clients
- Maintain regular client communication and ensure client satisfaction
- Coordinate timely and complete responses to client inquiries
- Conduct periodic business reviews and align on goals, strategies, and success measures
- Understand client business needs and goals
- Act as client focal point for problem management, change management, and service requests
- Build product knowledge, demonstrate best practices, increase feature adoption, and support retention
- Report contracted Service Level Agreements and incident updates
- Partner with Product and Delivery teams on project implementations and changes
- Guide clients through releases and changes
- Lead group demonstrations of tools and offerings
- Support Enterprise Customer Success Partners with troubleshooting, remediation, research, reporting, and other activities
- Analyze product usage data, identify trends, and share actionable insights
- Identify opportunities to expand product usage aligned with client needs and business objectives
- Represent the client perspective internally and communicate product updates
- Respond to client questions and issues with Support and technical teams
- Report customer success milestones and achievements to internal stakeholders
- Improve processes and communication
- Seek automation opportunities, including the use of Agentic AI
Requirements
- At least 5 years of bilingual (French and English) experience in a customer-facing role focused on customer service
- Experience building client relationships and acting as a business partner and trusted advisor
- Experience with financial services technology and products
- High level understanding of Canadian taxation and various tax slips
- Ability to work efficiently in a multi-tasking environment where high attention to detail is required
- Strong written and verbal communication in French and English
- Time management and client relationship skills
- Ability to manage multiple priorities and solve problems
- Strong attention to detail and analytical rigor
- Canadian Securities Course
- Bachelor’s degree or equivalent
- Microsoft Office Suite
- Agentic AI
- Availability to work after hours and on weekends
- Availability to participate in on-call coverage for major incidents and project implementations
- Basic home office setup and high-speed internet
- Ability to work without distractions during core business hours
- Successful completion of employment, education, credit, and Canadian criminal record checks
Benefits
- Medical, dental, life and vision insurance
- RRSP program with company match
- Paid parental leave
- Competitive vacation days
- Medical insurance starts immediately upon hire
- Flexible work arrangements
- Technology or other resources to enable work from home
- Additional discretionary bonuses/incentives may be available
- Restricted stock units may be available
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