Senior Customer Service Representative

Role Overview

• Provides professional, accurate, courteous, and timely support and guidance to internal business partners and end clients
• Delivers a memorable positive experience as a trusted advisor to stakeholders, providing a source of business process, policy, procedure, product and/or system expertise
• Provides extensive business knowledge in an effective, responsible, and timely manner to aid in delivering business results and/or minimizing risk
• Builds effective relationships with internal and external stakeholders by providing professional, accurate and courteous service in a timely manner
• Identifies, research and analyze account related issues with the purpose of providing insight, recommendations and determining next steps
• Keeps up to date on new initiatives and processes, maintaining solid knowledge within subject matter specialties
• Provides positive service and support for all in-scope business groups, products, policies, and procedures
• Acts as a liaison coordinating with various areas to effectively satisfy requests or customer concerns in a timely fashion
• Notifies and provides regular updates on operational issues to business partners
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
• Ensures Incident Management Processes are followed
• Organizes work information to ensure accuracy and completeness
• May support change management of varying scope and type; tasks typically focused on execution and sustainment activities
• Executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones
• Broader work or accountabilities may be assigned as needed

Requirements

• Excellent verbal & written communication skills
• Excellent organization skills
• Strong analytical and problem-solving skills
• Ability to thrive in a fast-paced environment
• Excellent collaboration & team skills
• Good PC skills (MS Word, Excel, PowerPoint)
• Between 1-2 years of relevant experience
• Post-secondary degree in related field of study desirable or equivalent combination of education and experience
• Knowledge of the business/group processes/procedures/tools/technology
• Knowledge of applicable risk and regulatory requirements and the impact on the business/group
• Completion of, or enrollment in, the IFIC Funds course or the CSC considered an asset

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans