Skills

Communication Salesforce Customer Service Training Process Improvement

Job Specifications

Job Title: Account Manager (Service Delivery)

Duration: 06 Months (possibility of extension)

Location: Toronto, Ontario, M5X1J9 (Hybrid)

Canadian Securities Course (CSC) is required.

Description:

The role of Account Manager plays a vital part in ensuring we deliver the highest quality of customer service to our clients. The Account Manager role is a member of our Service Delivery Team providing day to day service to a number of independent Portfolio Managers and Introducing Brokers. The Service Delivery team act as a liaison between the client and the various support areas within network.

Responsibilities & Accountabilities:

Possess knowledge of the structure, procedures and systems utilized within client and support areas
Build and maintain strong relationships with clients through the coordination of efforts with various internal departments and divisions within network and client
Ensure that a high level of customer service is maintained with our clients by keeping them informed of any new developments, products, and all available services as they relate to their business needs
Ensure prompt and thorough resolution of all client issues; respond to all inquiries within SLA; and recommend improvements in policies with the ultimate goal of continually improving our service delivery
Adhere to professional email/phone standards and etiquette; fully adopt and utilize Salesforce Service Cloud for tracking of client inquiries and escalations
Act as a liaison with the various operational areas within network to ensure tasks are completed in a proactive and timely manner
Conduct regular meetings with clients and document ongoing service and operational issues with respect to the client and network; investigate take-aways, follow-up and provide timely resolutions
Provide clients with guidance and education on client’s policies, procedures and training that directly impact their business
Provide process improvement recommendations that will enhance the overall business relationship with clients
Represent client’s professionally at client meetings and business functions

Education & Accreditations:

University degree with a minimum of two years in a wealth management service role
Canadian Securities Course (CSC) is required; Conduct and Practices Handbook (CPH) is a definite asset

Other Qualifications, Skills & Experience:

Knowledge of the regulatory and legal aspects of the industry
Knowledge with Microsoft Office
Self-starter with the ability to work independently and also within a team environment
Highly motivated and enthusiastic individual who demonstrates a can do attitude with the ability to work in a high volume, fast paced environment
Strong interpersonal, verbal and written communication skills.

About the Company

Infotree Global was founded in 2002 in a small office in Canton, MI, Infotree Global had a clear mission; To bring the world’s best talent together with the greatest companies producing results through continuous improvement and innovation. From those humble beginnings, Infotree Global has explosively grown from a two-person operation to a global solutions company, functioning in over 150 countries across 5 different continents. Infotree Global proudly serves more than 250 of the Global 1000, numerous government agencies... Know more