Company Information:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.

We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

Position Overview:

You will respond to incoming telephone and e-mail enquiries from dealers, advisors and shareholders. You will investigate, address and resolve issues, concerns and enquiries regarding CIBC Mellon’s clients, their investment products, and fund account activity. Your client interactions will help develop and sustain on-going business relationships with CIBC Mellon’s clients by anticipating and identifying client needs and providing service excellence.

Responsibilities:

• Responds to call centre inquiries from assigned clients, dealers, and advisors (In English and French) and ensures the highest level of service by proactively anticipating and resolving associated issues and enquiries
• Coordinates with supervisor and other CIBC Mellon internal departments as necessary to support the resolution of client enquiries, issues and concerns in a timely manner
• Follows and adheres to all policies and procedures in order to provide consistent service and reduce risk to the client as well as CIBC Mellon.
• Provides verbal and written responses to clients and advisor enquiries, detailing resolution or follow-up actions and conducts research for more complex inquiries as required
• Monitors call centre service levels to ensure that defined service level standards are maintained, and collaborates with management to address any identified issues which can help improve service levels
• Creates and distributes periodic and ad-hoc advisor reporting
• Contributes to Recordkeeping initiatives and programs by providing process improvement recommendations regarding service issues, service enhancements, account administration and advisor service activity

Qualifications:

• Post-secondary education
• Previous client services experience (Experience within the Mutual Fund industry preferred)
• Strong time management as well as strong communication and Interpersonal skills (Both verbal & written in English and French)
• Knowledge of the mutual fund industry including IFIC Mutual Funds or CSC course is an asset

CIBC Mellon's Values:

Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better