Job Summary

A Client Service Representative’s primary responsibility is to act as first point of contact for all general inbound client inquiries through the phone. Responsibilities include taking the time to listening to clients and seek an understanding of their diverse needs while ensuring to deliver optimal solutions. CSRs liaise between clients and internal teams to ensure effective delivery of personalized support. They are committed to provide meet client expectations in every interaction.

Duties and Responsibilities

• Uphold the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates.
• Answer inbound calls through the call queue software program and return all voicemails within customer service standards while maintaining a professional and friendly manner.
• Perform outbound calls to clients within set timeframes to ensure all required information or documentation is received in a timely manner.
• Inform clients of the necessary documents required for various transaction types and explain form components to ensure they feel at ease with the process and all documentation is completed correctly.
• Explain procedures to clients while identifying when inquiry must be routed to specialty resources.
• Assist client with any technical issues experienced with our website.
• Recognize urgent client concerns and escalate issues to Lead, Team Lead or Manager as appropriate.
• Update individual client accounts with appropriate notes following each conversation or email correspondence.
• Leave a lasting, exceptional and personalized client experience.
• Remain up to date on all Olympia products, services, legislative requirements.
• Ensure the efficiency of business processes, policies and procedures, to deliver on client commitments with speed and quality.
• Actively participate in projects and team meetings.
• Recognize opportunities to further educate clients.
• Flexible to perform various assigned tasks as requested by management and executives.

Competencies

• Connection - We build long-term relationships by collaborating with our clients and industry participants.
• Accountability - We are a trusted business partner operating with transparency and integrity.
• Innovation - We leverage technology to continuously improve how we serve our customers.
• Demonstrates flexibility and resilience in response to constraints, failures, and adversity and adjusts priorities to multiple demands and unanticipated events.
• Proven ability to work in a fast-paced, dynamic environment, while delivering a high level of client service and consistently meeting deadlines.
• Efficiency in returning calls and emails with accurate and articulate information.
• Must have the ability to maintain professionalism in all situations with the desire to engage and quickly connect with clients.
• Confidence and strong personal credibility when establishing personal relationships and working with sophisticated clients.
• High attention to detail and the ability to uncover needs that are not articulated or clearly expressed by a client.

Formal education or experience

• High school Diploma is required.
• Post-Secondary education in Business Administration, Management, Economics or related field of study is an asset.
• 1 - 3 Years of Customer Service is an asset.
• 1-3 Years of Financial or Investment industry experience is an asset.
• 1-3 Years of Call Center or Administration experience is an asset.

Specialized skills or knowledge

• Requires a beginner level understanding of the Anti‐Money Laundering (AML) policies and procedures.
• Intermediate level with Outlook and Microsoft Office products and internet applications is an asset.
• Strong communication skills to liaise with customers and teams.
• Bilingual in French and English communication both written and spoken is an asset.
• Successful completion of a Criminal Background check is required.

With us, It’s Personal