Location: Winnipeg, Montreal
Division: IGM Client Sevices Operations
IGM Financial Inc. is one of Canada’s leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments
Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.
At IG Wealth Management, our vision is to inspire financial confidence.
This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and center.
You will join a team that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.
IG Wealth Management is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.
Department Summary:
The Contact Centre delivers critical front-line support to Consultants, Clients, Assistants, Investors Group Specialists and others on business matters and products for multiple lines of business and across multiple service platforms.
Position Summary:
This position is responsible for providing support and coaching to Representatives in the Contact Centre by answering inquiries and resolving complex and escalated service issues. The Senior Client Relations Specialist is responsible for making critical and time sensitive decisions that will enhance Consultant satisfaction by using acquired experience, resources & precedents.
Responsibilities Include:
Coaching to enable growth and engagement by answering questions & provide coaching to Client Relations Representatives to bring them to job mastery.
Simplify business processes by assisting and managing process improvement initiatives within the corporate contact centre.
Deliver reliable, consistent & transparent service through research & analysis of complex and/or escalated cases to determine the best course of action for resolution.
Drives continuous improvement by analyzing the root cause of errors and trends to proactively implement changes to improve overall customer satisfaction.
Builds commitments of quality by providing feedback to Contact Centre leadership team on the knowledge & skills of the team members.
Builds collaborative partnerships by creating synergies and communicating to internal and external business partners to explain current Client Relations operations, procedures, policy and problem resolution.
Enabling transformation and modernization by maintaining broad knowledge of business policy & procedures and participate in relevant training and development opportunities.
Constantly adapting to new priorities by remaining nimble and agile in a fast-paced work environment and having a growth mindset in the face of challenges.
Qualifications:
Post-secondary degree or diploma in business or a relevant field (Commerce, Business Administration) or equivalent combination of education and experience.
Knowledge of core products, services, policies and procedures for multiple lines of business and across multiple service platforms.
Strong inter-personal skills with the ability to adapt to a variety of personalities and mindsets.
Strong analytical, problem solving and decision-making skills.
Excellent communication skills (both written and verbal).
Demonstrated organizational skills with the ability to manage multiple priorities.
Strong PC skills and practical experience with Office 365 suite of products.
Bilingual is an asset (English & French).
Please visit our career page by clicking on the following link: https://www.ig.ca/en/careers
We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an interview will be contacted.
IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.
Please apply by April 25, 2024.
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