Bilingual Customer Service Agent

Non-Permanent

30 Adelaide Str, East
Toronto, Ontario, M5C 3G9
Canada

Who We Are

Headquartered in Toronto, Canada, International Financial Data Services (IFDS) is a leading provider of outsourcing and

technology solutions to the Canadian financial services industry. IFDS Canada supports more than 240 financial

organizations, delivering services to asset managers, wealth managers, banks, and insurance companies across Canada.

The organization supports over 17 million accounts with assets under the administration of approximately CAD $4

trillion. IFDS Canada is a 50/50 joint venture between Boston‑based State Street Corporation, one of the world’s leading

providers of financial services to institutional investors, and Connecticut‑based SS&C Technologies, a global provider of

software and software‑enabled services for the financial services and healthcare industries.

Imagine Yourself at IFDS

Come experience a community like no other at International Financial Data Services (IFDS). We offer work opportunities

driven by a passion for creating market leading financial solutions, and a culture that nurtures collaboration,

accountability, diversity & inclusion, and continuous learning. We’ll provide you with opportunities to develop your

career. From ongoing training and development programs to experiences working with our global financial services

partners, you’ll be able to realize your full potential.

Role Overview

The incumbent’s primary focus is to strive towards effective delivery commitments to our clients. The main objectives of

this role will be to develop a positive client experience by understanding and responding to our clients’ enquiries

professionally and accurately. As the primary point of contact for our clients, the Bilingual Customer Service Agent must

provide exemplary customer service as well and recognize opportunities to proactively position IFDS’ services to meet

and exceed our clients’ needs. If you want to be part of a culture that values and fosters team unity, build rapport with

our clients and work closely with our fellow business partners then consider working at IFDS.

Role Responsibilities

Actively and effectively manages the day-to-day customer service delivery model for clients by:

• Being the liaison between IFDS and the advisor/dealer community who act on behalf of our Fund Company

  clients

• Responsible for responding to a variety of client issues and inquiries

• Able manage multiple client inbound/outbound calls and emails

• As the primary liaison to advisors and dealers the Agents provide account and fund information, issue resolution

  trade details and review/signoff of reports and special projects

• Knowledgeable when it comes to IFDS’ services, products, policies and procedures pertaining to the team’s

  accountable transactions

• Liaise with internal teams to facilitate client service requirements

Minimum Qualifications

• Must be fully bilingual in English/French with both verbal and written communication skills

• Minimum 1 year experience in the financial services frontline

• Post-secondary education in a related discipline

• Previous experience in a service-oriented environment; strong client focus

• Excellent interpersonal skills

• Very strong ability to organize and prioritize work. Ability to work on multiple and changing priorities within

  specified timeframes

• Able to co-ordinate and operate in occasionally stressful situations in resolving the client’s issues

• Team Player, able to work in a team environment with shared goals and accountabilities

• Understands the business impact of escalated incidents and service requests

• Positive impact – performs in a manner that makes a strong positive impression on others, e.g., high energy

  level, a problem-solving approach, and the ability to act with a sense of urgency when the situation demands it

• Willingness to work in an environment with flexible schedules that is driven by client commitments and high

  volumes

• Relationship builder – constructs, maintains, nourishes relationships with all stakeholders

• Proactive in acquiring information to develop new skills to improve job performance. Grasps new material

  quickly and easily, and applies new information, concepts and procedures in a constructive manner

• Knowledge of iFAST Desktop system, iFAST Base & Surround Products would be an asset

• Knowledge of Financial Mutual Fund Record Keeping beneficial

AODA Statement

IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any

accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for

their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for

this position.

**Salary Range:**Pay Range (CAD $): 53,000 - 66,000

The above reflects an industry-benchmarked target compensation range. The salary offered may vary based upon the

candidate’s skills and experience, job-related knowledge, and other specific business needs.