Key skills
CRM
About this role
Role Overview
- Handle inbound, outbound and email databases to provide education to members seeking some form of guidance or desire for advice
- Gather and accurately record all customer information required to meet compliance and privacy needs within CRM tool
- Providing customer experience accurately and professionally
- Ability to position full value of advice in order to make successful referrals to the Wealth & Retirement advisors
- Ability to triage existing lead to effectively handle immediate needs or position a warm introduction to Wealth & Ret advisor, as needed
- Ability to process service-related needs for clients
- Meeting productivity and quality objectives established by the department as well as call audits
- Meet service level agreements on activities related to Welcome calls
- Proactively staying abreast of changes in legislation, product, and administrative processes
- Handle advisor toll free line
Requirements
- 1-2 years of Financial Services experience, preferably in phone
- Passion for helping people on a one-on-one basis
- Advanced listening and customer service skills
- Ability to consult with all customers
- Ability to adapt to the evolving needs of the business
- Strong analytical and problem-solving skills
- Bilingual (French & English) is required
- The successful candidate will be required to communicate in English and French to support clients from various jurisdictions outside of Quebec.
Benefits
- health, dental, mental health, vision, short
- and long-term disability, life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program in Canada including holidays, vacation, personal, and sick days
- full range of statutory leaves of absence