Job title: Senior Client Services Agent (Canadian Wealth Management)

Job ID: J0426-1616
Category: Digital Customer Experience
Work set up: Onsite at Taguig
Work shift: Night Shift
Start date: TBD

Non-Negotiable:
• Must be a college graduate (business-related course is a plus)
• Must have a minimum 2 years of call center experience supporting Canadian wealth management
• Must have proven experience in handling inquiries on Mutual Funds, Segregated Funds & more
• Must have strong communication & problem-solving skills
• Must have the ability to handle complex client concerns
• Must be amenable to work 100% onsite in McKinley, night shift schedule
• Not a job hopper

Position Description:
The Client Services Senior Agent plays a critical role in delivering high-quality customer service to clients across diverse platforms. This position primarily supports wealth management services by resolving client concerns, responding to inquiries, and ensuring consistent service excellence. In addition to frontline support, Senior Agents serve as subject-matter experts and mentors, providing floor support through process clarification and reinforcing quality standards.

Your future duties and responsibilities:
. Provide excellent service to Financial Advisors and Clients related to Mutual Funds, Segregated Funds, Educational Plans, and other Specialty Products.
. Respond to client inquiries and concerns related to wealth management via multiple platforms, ensuring timely, accurate, and professional resolutions.
. Assess customer needs by gathering relevant information, conducting research, and applying problem-solving techniques aligned with company processes.
. Accurately document all customer interactions according to quality and compliance standards.
. Provide clear, complete, and client-appropriate information using approved call flows, templates, and system processes, while communicating appropriate options and delivering timely resolutions to address client needs.
. Manage complex or escalated client concerns, utilizing de-escalation techniques and appropriate issue triaging, and promptly escalate out-of-scope issues, ensuring proper documentation and coordination with higher-level support.
. Contribute to improving service delivery by leveraging knowledge of client satisfaction surveys (e.g., CSAT, CES, NPS) and providing insights for continuous improvement
. Stay up to date with process changes, system updates, and policy enhancements, and apply them during client interactions.
. Serve as a subject-matter expert and mentor, providing floor support for process-related inquiries and offering guidance to new joiners and team members, reinforcing company standards throughout their tenure.

Skills:
Active listening&understanding
Agility and Innovation
Business Process Outsourcing
Communication
Continuous Improvement
Customer Service & Support
Detail-oriented
English
Financial Services
Risk management
Security compliancy
Wealth Management