Customer Success Manager developing customer success strategies for a SaaS startup in dental industry. Building scalable infrastructure and measuring client engagement outcomes.
About the role
- MAP Support Specialist providing service and operational support for Aviso’s investment management programs. Handling inquiries and managing client accounts with a high degree of accuracy and excellence.
Responsibilities
- Handle email and phone inquiries from internal and external stakeholders to manage client accounts in a timely, efficient, compliant, and professional manner
- Process and coordinate various duties within department and other shared services such as investment instructions, account set ups, updates, transfers, redemptions and contributions
- Execute discretionary trades to support redemptions and contributions requests
- Act as the primary contact for internal and external stakeholders with respect to the resolution of problems and complaints by initiating an investigation, recording details, referring to the relevant departments and conducting appropriate follow-ups
- Provide guidance and support on procedures, forms, and practices within the SMA program to ensure advisors are successful with product implementation and account maintenance needs
- Assist with monthly fee-billing
- Provide support to the Supervisor through analysis of departmental trends and preparation of various reports such as volume & escalation tracking to ensure delivery of service standards
Requirements
- Post-secondary education in a related field (e.g., a degree, diploma, or certificate in Business or Finance)
- Successful completion of Canadian Securities Course (CSC) and Conduct & Practices Handbook (CPH)
- Licensed as an INV Registered Representative or eligible to be licensed as an RR within 30 days
- Exceptional customer service skills with a minimum of 5 years’ customer service experience; 2-3 years of which are within the financial services industry (or equivalent), preferably serving high net worth clientele
- Excellent time management and organizational skills with proven ability to work well under pressure and meet deadlines
- Excellent communication and interpersonal skills
- Working experience with Portfolio Management software, Bloomberg or Morningstar preferred
- Fluent communication skills in English are required and bilingual skills in French are an asset
- Strong Knowledge of Microsoft Office (Outlook, Excel, Word)
- Self-motivated, results oriented with strong attention to detail and accuracy
- Proven ability to identify and resolve issues to the satisfaction of all parties
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits to meet the diverse needs of our employees
- Generous vacation time, fitness benefit, parental leave top-up options
- Matching contributions to our retirement program
- Commitment to the continuous improvement of our staff through learning & development and an education assistance program
- Regular social events to foster teamwork
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