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    Bilingual Financial Service Representative - Toronto, Canada - CGI

    CGI
    CGI Toronto, Canada

    6 days ago

    CGI background
    Full time
    Description

    Position Description:

    As a Customer Service Representative (Temporary- 6 months) specializing in financial investments, you will play a key role in ensuring a seamless and positive experience for both advisors and clients. Your primary responsibility will be to provide exceptional customer support related to financial investment accounts, addressing inquiries, resolving issues, and offering guidance to enhance overall satisfaction.

    Your future duties and responsibilities:

    Your future duties and responsibilities

    • Respond promptly and professionally to inquiries from clients and financial advisors regarding investment accounts, transactions, and related services.

    • Assesses customers' needs/requests by effective information gathering, research, problem-solving and analyzing based on standard processes.

    • Provide accurate information on investment products, account balances, and performance reports.

    • Respond promptly and professionally to inquiries from clients and financial advisors regarding investment accounts, transactions, and related services.

    • Accurately document client interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system

    • Maintain clear and effective communication with clients, financial advisors, and internal stakeholders for the management of client and employee experience.

    • Identify opportunities for process improvement and contribute to enhancing overall customer service efficiency.

    • Educate clients and advisors on the features and benefits of different investment products. Educational Background

    Required qualifications to be successful in this role:

    Required qualifications to be successful in this role

    • At least Senior High School Graduate (K-12) or College Undergrad

    • Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement

    • Investment funds certification considered an asset

    Experience:

    • > 1.5 years to 3 years of Call Center Experience as a Customer Service Representative considered an asset

    • > 1.5 years to 3 years' experience in servicing Wealth/Insurance Management engagements/accounts considered an asset.

    Skills

    • Ability to carry on a spontaneous and personable conversation in English both written and vocal.

    • Excellent communication and interpersonal skills, with the ability to convey complex financial information clearly and understandably.

    • Effectively facilitates customer interactions following the Company and Client's service strategy and policies.

    • Ability to demonstrate a proactive approach to addressing client needs and customer care focus.

    • Ability to deescalate irate or difficult clients

    • Ability to document relevant call details clearly and cohesively following quality standards.

    • Commitment to maintaining a high level of professionalism and confidentiality.

    • Participate in regular training sessions to enhance product knowledge, communication skills, and customer service techniques based on feedback and industry developments.

    • Demonstrate a commitment to a culture of continuous improvement by providing constructive feedback to peers and contributing ideas for enhancing team performance.

    • Basic computer and internet literacy as well as typing/keyboarding proficiency.
    Other Expectations

    • Team player

    • Can work under pressure.

    • Amenable to work on a shifting schedule.

    • Must be flexible with the ability to adapt to changes quickly.

    • Proactive and has a customer service-oriented mindset.

    • Receptive to feedback and willing to learn.

    • Interaction with clients and advisors involves phone and email communication.

    Skills:

  • Customer Service & Support
  • Detail-oriented
  • Finance
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