Bilingual Client Resolution Representative

Description

The Client Resolutions Representative plays a key role in ensuring timely and accurate resolution of client-related issues, particularly those classified as NIGO (Not In Good Order). This role involves close collaboration with third-party service providers and internal processing teams to identify root causes, resolve discrepancies, and deliver high-quality service aligned with IA Clarington’s standards.

Your responsabilities will be:

NIGO Resolution (50%)

• Manage daily work items assigned to the NIGO function.
  
  
• Collaborate with internal and external teams to resolve issues efficiently.
  
  
• Identify root causes and propose solutions to improve quality and meet business goals.
  
  

Queue Management & Client Support (20%)

• Maintain accuracy and productivity while managing personal work queues.
  
  
• Ensure timely completion of service requests and inquiries.
  
  
• Take inbound calls (DSC/Free queue) to support Client Services when needed.
  
  

Service & Policy Improvement (10%)

• Identify opportunities for service enhancements and policy improvements.
  
  
• Provide viable alternatives and contribute to process optimization.
  
  

Client Communication & Brand Representation (10%)

• Deliver professional and courteous responses across all communication channels.
  
  
• Promote a positive image of IA Clarington and contribute to a collaborative team environment.
  
  

Continuous Learning & Development (10%)

• Participate in departmental call coaching programs.
  
  
• Commit to ongoing skill development and knowledge acquisition.
  
  

Qualifications

• 1–2 years of experience in the financial services or mutual fund industry.
  
  
• Strong understanding of mutual fund processes, policies, and regulatory standards.
  
  
• Completion of CSC and/or IFIC Operations or Sales course (required).
  
  
• Familiarity with call center systems and web applications.
  
  
• Post-secondary education preferred.
  
  
• Advanced level of English and French, as the role involves frequent interaction with anglophone and francophone clients and teams across Canada, and daily handling of various transaction requests.
  
  
• Flexibility to work additional hours during peak periods or special projects.
  
  

Skills & Competencies

• Strong problem-solving and analytical skills.
  
  
• Ability to work independently and collaboratively.
  
  
• Solution-oriented mindset with a focus on customer satisfaction.
  
  
• Excellent verbal and written communication skills in English and French.
  
  
• High attention to detail and ability to manage multiple priorities.
  
  

Working Conditions

• Professional office environment.
  
  
• Regular 8.5-hour shifts (including 1-hour lunch), Monday to Friday, between 8:00 AM and 8:00 PM.
  
  
• Occasional overtime may be required.
  
  

Reporting & Accountability

• Minimal financial accountability; responsible for meeting departmental standards in NIGO resolution and call handling.
  
  
• Expected to adhere to policies, procedures, and productivity targets.
  
  
• Responsible for maintaining punctuality and attendance standards.
  
  

Internal & External Relationships

• Frequent interaction with internal teams (Client Services, Operations, Managers).
  
  
• Regular communication with external clients via phone, email, and written correspondence.
  
  
• Expected to contribute to a positive team culture and support departmental goals.