Description The Client Resolutions Representative plays a key role in ensuring timely and accurate resolution of client-related issues, particularly those classified as NIGO (Not In Good Order). This role involves close collaboration with third-party service providers and internal processing teams to identify root causes, resolve discrepancies, and deliver high-quality service aligned with IA Clarington’s standards.

Your responsabilities will be: NIGO Resolution (50%)

• Manage daily work items assigned to the NIGO function.
• Collaborate with internal and external teams to resolve issues efficiently.
• Identify root causes and propose solutions to improve quality and meet business goals.

Queue Management & Client Support (20%)

• Maintain accuracy and productivity while managing personal work queues.
• Ensure timely completion of service requests and inquiries.
• Take inbound calls (DSC/Free queue) to support Client Services when needed.

Service & Policy Improvement (10%)

• Identify opportunities for service enhancements and policy improvements.
• Provide viable alternatives and contribute to process optimization.

Client Communication & Brand Representation (10%)

• Deliver professional and courteous responses across all communication channels.
• Promote a positive image of IA Clarington and contribute to a collaborative team environment.

Continuous Learning & Development (10%)

• Participate in departmental call coaching programs.
• Commit to ongoing skill development and knowledge acquisition.

Qualifications

• 1–2 years of experience in the financial services or mutual fund industry.
• Strong understanding of mutual fund processes, policies, and regulatory standards.
• Completion of CSC and/or IFIC Operations or Sales course (required).
• Familiarity with call center systems and web applications.
• Post-secondary education preferred.
• Advanced level of English and French, as the role involves frequent interaction with anglophone and francophone clients and teams across Canada, and daily handling of various transaction requests.
• Flexibility to work additional hours during peak periods or special projects.

Skills & Competencies

• Strong problem-solving and analytical skills.
• Ability to work independently and collaboratively.
• Solution-oriented mindset with a focus on customer satisfaction.
• Excellent verbal and written communication skills in English and French.
• High attention to detail and ability to manage multiple priorities.

Working Conditions

• Professional office environment.
• Regular 8.5-hour shifts (including 1-hour lunch), Monday to Friday, between 8:00 AM and 8:00 PM.
• Occasional overtime may be required.

Reporting & Accountability

• Minimal financial accountability; responsible for meeting departmental standards in NIGO resolution and call handling.
• Expected to adhere to policies, procedures, and productivity targets.
• Responsible for maintaining punctuality and attendance standards.

Internal & External Relationships

• Frequent interaction with internal teams (Client Services, Operations, Managers).
• Regular communication with external clients via phone, email, and written correspondence.
• Expected to contribute to a positive team culture and support departmental goals.