WHO WE ARE

With its global headquarters in Toronto, Canada, International Financial Data Services (IFDS) is a world-leading provider of outsourcing and technology solutions to the financial services industry. IFDS services over 240 financial organizations around the world, providing solutions to a wide range of global asset managers, wealth managers, banks, and insurance companies. With employees and partners located throughout Canada, Europe, and Asia-Pacific, the IFDS enterprise supports more than 17 million accounts with AUA of approximately CAD $4 trillion. IFDS Canada, Ireland, and Luxembourg are 50/50 joint ventures 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 investment and financial software-enabled services and software for the global financial services and healthcare industries.

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

BILINGUAL CUSTOMER SERVICE AGENT 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 too 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