Daily Responsibilities: 

• Inbound call center – taking calls and responding to inquiries from mutual fund advisor community. 

• Primarily responsible for professionally answering all incoming calls from Clients/Advisor/Investors of the Customer Contact Centre 

• Able to provide professionalism and composure when dealing with Clients internal/external 

• Quality Control  

• Return escalated calls  

• Producing and reporting of weekly and monthly Call Centre statistics.  

• Perform all required responsibilities as a representative of the Contact Centre 

• Front facing  with internal departments and internal/external Clients 

• Interaction with Team members of Contact Centre 

• Participate in monthly Self/Peer Call Coaching Evaluations 

• Daily/Monthly reporting to Management relating to self/team metrics 

• Work with Team/Supervisor to provide and produce above average Quality+ and SLS (Standard Level of Service) statistics 

• Escalate problematic issues to Management 

• Any other duties assigned 

Must Have: 

• 1 to 3 years Call Centre or client service experience 

• Must be fully bilingual French and English (advanced verbal and written) 

• Knowledge and experience with mutual funds 

• IFIC (Mutual Funds) Operations course for CSC (Canadian Securities Course) in progress or completed is an asset 

Nice to Have: 

• Knowledge of tax, registered products and estates.