Manage daily requests from the Elite advisor contacts ensuring the service and quality objectives are attained and exceeded on a consistent basis
Investigate complex inquiries received by our Elite partners
Handle escalated issues by phone or email received by our Elite partners
Develop and maintain strong, positive relationships with the Elite advisor contacts to ensure Dealer is seen as an effective partner for their business
Communicate well with all partners, across all locations, in ensuring a consistent experience for the representatives and members
Partner with other areas to promote understanding and knowledge exchange between business units
Analyze common issues identified and provide feedback to the field training team on an ongoing basis to close knowledge gaps

Successful completion of a university degree or equivalent post-secondary education program related to this role
3-5 years’ experience in a service and/or back office role, along with experience within the mutual fund industry, specifically within a dealership or manufacturer
Ability to work flexible hours 8 to 6pm
CSC or IFIC a strong asset
Superior communication skills to deal effectively with a variety of complex situations including upset callers
Excellent organizational skills and the ability to prioritize in a rapidly changing environment
Intermediate Tableau proficiency
Bilingualism (French, English, both oral and written) is required

Flexible Benefits from the day you join to meet the needs of you and your family
Committed to creating an inclusive and respectful environment
Recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada
Top-level certification, the Canada Order of Excellence for Mental Health at Work® for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

Elite Accelerator Specialist, Dealer Operations

Key skills