Bilingual Client Resolution Representative
Job Description
Description
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Description
The Client Resolutions Representative plays a key role in ensuring timely and accurate resolution of client-related issues, particularly those classified as NIGO (Not In Good Order). This role involves close collaboration with third-party service providers and internal processing teams to identify root causes, resolve discrepancies, and deliver high-quality service aligned with IA Clarington’s standards.
Your responsibilities will be:
- NIGO Resolution (50%) : Manage daily work items assigned to the NIGO function, collaborate with internal and external teams, identify root causes, and propose solutions to improve quality and meet business goals.
- Queue Management & Client Support (20%) : Maintain accuracy and productivity while managing personal work queues, ensure timely completion of service requests, and support Client Services via inbound calls when needed.
- Service & Policy Improvement (10%) : Identify opportunities for service enhancements and policy improvements, contribute to process optimization.
- Client Communication & Brand Representation (10%) : Deliver professional responses across communication channels, promote a positive image of IA Clarington.
- Continuous Learning & Development (10%) : Participate in coaching programs and ongoing skill development.
Qualifications
- 1–2 years of experience in financial services or mutual fund industry.
- Understanding of mutual fund processes, policies, and regulations.
- Completion of CSC and/or IFIC Operations or Sales course.
- Familiarity with call center systems and web applications.
- Post-secondary education preferred.
- Fluent in English and French, with strong communication skills.
- Flexibility for additional hours during peak times.
Skills & Competencies
- Problem-solving, analytical skills.
- Ability to work independently and in teams.
- Customer-focused mindset.
- Excellent bilingual communication skills.
- Attention to detail, multitasking ability.
Working Conditions
- Office environment.
- Regular shifts (8.5 hours, including 1-hour lunch), Monday to Friday, 8:00 AM – 8:00 PM.
- Overtime may be required.
Reporting & Accountability
- Responsible for meeting departmental standards in resolution and call handling.
- Adhere to policies, procedures, and targets.
- Maintain punctuality and attendance.
Relationships
- Interact with internal teams and external clients via various communication channels.
- Support a positive team environment and departmental goals.
Additional Details
- Seniority level: Entry level.
- Employment type: Full-time.
- Job function: Management and Manufacturing.
This job posting is active.
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Company
iA Financial Group (Industrial Alliance)
Location
Toronto
Country
Canada
Salary
150.000
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