Salary Range: $100,000 - $115,000
Who we are:
Canaccord Genuity (CG) is a leading independent full-service financial services firm, with operations in two principal segments of the securities industry: wealth management and capital markets. CG is driven by an unwavering commitment to build lasting client relationships – we achieve this by generating value for our individual, institutional, and corporate clients through comprehensive wealth management solutions and investment banking services. We are a leading independent wealth management firm in Canada, and the leading mid-market provider of investment banking advisory, equity research, sales and trading services for corporations and institutions.
We pride ourselves on understanding our clients’ needs and finding innovative, bespoke solutions. Our entrepreneurial and friendly team will challenge you to learn and grow every day. We value great work and collaboration and strive to eliminate bureaucratic thinking. We’re looking for talented people who thrive in a fast-paced environment and want to have an impact with innovative ideas and best practices.
Come be a part of our Canadian success story and help deliver superior experiences for our clients. At CG, we recognize that diversity across our business strengthens our client relationships and enables more innovative solutions. We strongly encourage applications from all qualified individuals regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. CG provides an accessible candidate experience. If you need any accommodations throughout the interview process and beyond, please let us know.
Pinnacle Correspondent Services (Pinnacle), a division of Canaccord Genuity Corp. (Canaccord Genuity), is looking for a dedicated and detail-oriented individual to provide premier customer service to our clients. This position reports to VP of Operations. Business hours for the Pinnacle group are 6:00 am – 3:00 pm Pacific.

Responsibilities:

• Oversee day to day workflow between Pinnacle clients and Canaccord back office.
• Manage staffing needs and requirements.
• Resolve regulatory issues as they relate to the correspondent business unit.
• Work closely with your team to organize resources and prioritize incoming service requests.
• Lead and manage client issue or service escalations, understanding the impact on their business and ensuring follow up items are communicated and tracked to completion.
• Lead and manage ongoing service review calls with all clients, ensuring follow up items are communicated and tracked to completion.
• Coordinate the on-time distribution of monthly client invoicing deliverables.
• Coordinate the on-time distribution of recurring weekly, monthly, quarterly and annual service deliverables.
• Manage and deliver client service projects and other Pinnacle initiatives as assigned.
• Manage and deliver training packages for new client advisors, portfolio managers and other back office staff.
• Develop a deep understanding of each client’s unique business requirements and be the voice of our customers in internal Canaccord meetings and discussions.
• Act as the Pinnacle Subject Matter Expert in larger Canaccord projects and change management initiatives.
• View the landscape with a strategic outlook and continuously drive operational efficiency improvements, effecting change where appropriate.
• Implement and utilize statistical analysis to optimize service delivery to Pinnacle clients.
• Build strong relationships with your peers within Canaccord, client firms and the industry to aid in the smooth conduct of business.
• Provide ongoing coaching and development to continue the growth and development of our customer service staff.
• Complete staff performance reviews.
• Set and adhere to personal objectives for yourself, your team and the department.
• Coordinate and complete special projects.

Skills & Qualifications:

• 5 years of customer service experience, preferably in the financial services industry; or equivalent securities brokerage experience, preferably in a correspondent environment.
• Exceptional customer service and communication skills, complemented by strong interpersonal and relationship building skills.
• Good general knowledge of US and Canadian Broker/Dealer operations:
• CIRO and provincial regulatory frameworks
• trade clearing and settlement
• Treasury operations & CRA/IRS reporting
• OMS systems, order flow, ticketing and general trade support
• KYC, documentation and account transfers
• Completion of the Canadian Securities Course (CSC), and other financial services industry courses, is an asset.
• Superior analytical, problem solving and organizational skills with excellent attention to detail.
• Ability to work under high pressure & meet strict deadlines in a busy & fast-paced environment.
• Ability to demonstrate flexibility and deal with simultaneous priorities, pressures and deadlines.
• Proactive, with excellent teamwork skills complemented by the ability to work independently.
• Ability to ask constructive questions and have a sense of curiosity to address new issues.
• Excellent business writing skills - strong writing and proofreading; editorial and technical writing experience is an asset.
• Previous experience in delivering effective training programs an asset.
• Advanced proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Dataphile application experience preferred.

LI-VP1 #LI-Hybrid #INDHP

All applications will be held in strict confidence.
In order to be considered for employment, candidates selected for interviews will be required to show proof of citizenship, permanent residence or eligibility to work in Canada with no restrictions.
We wish to thank all candidates for their interest but only those applicants selected for an interview will be contacted. No phone calls please. Thank you for your understanding.

• Oversee day to day workflow between Pinnacle clients and Canaccord back office.
• Manage staffing needs and requirements.
• Resolve regulatory issues as they relate to the correspondent business unit.
• Work closely with your team to organize resources and prioritize incoming service requests.
• Lead and manage client issue or service escalations, understanding the impact on their business and ensuring follow up items are communicated and tracked to completion.
• Lead and manage ongoing service review calls with all clients, ensuring follow up items are communicated and tracked to completion.
• Coordinate the on-time distribution of monthly client invoicing deliverables.
• Coordinate the on-time distribution of recurring weekly, monthly, quarterly and annual service deliverables.
• Manage and deliver client service projects and other Pinnacle initiatives as assigned.
• Manage and deliver training packages for new client advisors, portfolio managers and other back office staff.
• Develop a deep understanding of each client’s unique business requirements and be the voice of our customers in internal Canaccord meetings and discussions.
• Act as the Pinnacle Subject Matter Expert in larger Canaccord projects and change management initiatives.
• View the landscape with a strategic outlook and continuously drive operational efficiency improvements, effecting change where appropriate.
• Implement and utilize statistical analysis to optimize service delivery to Pinnacle clients.
• Build strong relationships with your peers within Canaccord, client firms and the industry to aid in the smooth conduct of business.
• Provide ongoing coaching and development to continue the growth and development of our customer service staff.
• Complete staff performance reviews.
• Set and adhere to personal objectives for yourself, your team and the department.
• Coordinate and complete special projects