About the role

Advisor Satisfaction Specialist managing escalated inquiries and requests for mutual fund advisor offices. Building relationships and ensuring service quality in a hybrid work model.

Responsibilities

Manage daily requests from assigned advisor contacts ensuring the service and quality objectives are attained and exceeded on a consistent basis
Set up regular meetings with advisor offices to provide value add feedback and to gain a strong understanding of their practices and processes
Investigate complex inquiries received by our advisors
Handle advisor escalated issues by phone or email within established SLA
Communicate well with all Dealer partners, across all locations, to ensure a consistent advisor experience
Analyze common issues identified and provide feedback to the field training team and assigned advisors

Bilingualism (French, English, both oral and written) is required
Successful completion of a university degree or equivalent post-secondary education program related to this role
3-5 years’ experience in a mutual fund operations role and proven customer service experience
Ability to work flexible hours 8 to 6pm (hybrid model)
Completion of the CSC or IFIC course is a strong asset
High level of resourcefulness to efficiently obtain the information required to resolve the situation at hand
Excellent negotiating and persuasion skills to defend company's position to all parties when it is unlikely everyone will be satisfied with the outcome
Comfortable with ambiguity
Intermediate Tableau proficiency

Flexible Benefits from the day you join to meet the needs of you and your family
Inclusive and respectful environment