Job Summary

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

This role requires an individual who is detail oriented with a passion for providing great customer service and committed to meeting all investor expectations.

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.
• Respond to inbound calls and emails through the message queue software program within established service standards while maintaining a professional and friendly manner.
• Inform investors of the necessary document requirements required for various transaction types and explain form components to ensure investors understand the process and all documentation. This could include reviewing completed paperwork before it is submitted to ensure it is in good order.
• Explain procedures to investors while identifying when an inquiry must be routed to a specialty resource for handling.
• Assisting investors with establishing online access to our investor platform.
• Recognize urgent investor concerns and escalate to Team Lead or Manager as appropriate.
• Update investor personal information within database for address changes, banking information and other non-financial amendments.
• Leave a lasting, exceptional and personalized investor experience.
• Remain up to date on all Olympia products, services and legislative requirements.
• Actively participate in projects and team meetings where required.
• Recognize opportunities to further assist and 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 environment, while delivering a high level of customer
• 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 investors.
• Confident and strong personal credibility when establishing relationships and working with
• sophisticated investors.
• High attention to detail and the ability to uncover needs that are not articulated or clearly
• expressed by an investor.
• The ability to maintain professionalism and composure when dealing with difficult situations.

Formal Education and Experience

• High School Diploma is required.
• 1 to 3 years of experience in customer service is required
• 1 to 3 years of experience of stock transfer / transfer agent related experience required.
• 1 to 3 years of Call Center experience is an asset.

Specialized Skills or Knowledge

• Strong communication skills to liaise with investors and internal contacts.
• An understanding of Anti-Money Laundering (AML) policies and procedures.
• Knowledge of the basic requirements to transfer securities from one investor to another.
• Intermediate skill level with Outlook and Microsoft Office products and internet applications.
• Knowledge of Estate Administration is an asset.
• 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