Senior Client Relations Representative
- Winnipeg, MB
- Permanent
- Full-time
Location: WinnipegIGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.Under IGM Financial's unique business model based on leading brands and multi-channel distribution strategy, we're IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.At IG Wealth Management, our vision is to inspire financial confidence.This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada's Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and center.You will join a team that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.IG Wealth Management is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada - including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.YOUR TEAMThe Client Relations department delivers critical front-line support to Advisors, Clients, Assistants, Specialists and other internal partners on business matters and products for multiple lines of business and across multiple service platforms. Our team of over 100 people values everyone's passions and bold ideas. We work together to help our clients and colleagues achieve their goals. We rely on our teams to share knowledge and help one another.TRAINING AND DEVELOPMENTYou will begin with on-site on-the-job training. It will allow you to directly experience the client relations environment and get to know your teammates. During this period, you'll learn about your role, our products, and technologies, and better understand the particulars to your role and our expectations.We encourage our employees' development and offer numerous career opportunities, including a development plan with your leader and ongoing regular coaching.WHAT YOU'LL DO
- Create effortless experiences when receiving and responding to inbound phone and email contacts from Advisors, clients, and other institutions, and ensuring we only do what is best for our clients.
- Deliver a reliable, proactive, consistent, and transparent service by Turning interactions into meaningful friendly conversation that make callers feel engaged and confident in our service
- Deliver value by maintaining knowledge and awareness of all policies, procedures and technologies including sharing information and feedback on recent policy changes and simplified business processes.
- Build a culture of quality by assisting team members with problem resolution by providing and sharing information and experiences.
- Enable personal and departmental growth by participating in individual and team meetings with leadership to discuss call monitoring feedback, training and development needs, service levels, and providing feedback on business operation needs and trends by maintaining awareness of business needs and requirements.
- Fuel our future by supporting transformation and modernization, and promoting adoption for our Advisors and our clients as we go through our transformation journey
- Promote operational excellence by participating in special projects and assignments within the Client Services Division.
- Customer Service Experience and Knowledge: Minimum 2 plus years in a diverse client service focused role, with front line client service and working with mutual funds/other investments experience.
- Education: Post-secondary degree/diploma in a business discipline with relevant securities. Financial services courses is an asset.
- Client Oriented: Excellent interpersonal and proven client service skills with an ability to interact across various situations.
- Have an analytical mind and enjoy finding innovative solutions to challenging issues.
- Demonstrated ability to have engaging conversations with callers while maintaining a professional and proactive manner - both written and oral.
- Team spirit and the ability to adopt emerging and changing technologies. Proficient PC skills including Microsoft office suite of products
- Highly engaged and adaptive with emotional intelligence, agility, critical thinking, decision making, analysis and collaboration.
- Demonstrated contact ownership and ability to drive efficient resolution
- Bilingual (French and English) is an asset. Proficient in English or French, with the ability to convey messages clearly and effectively. Skilled at adjusting tone to suit different audiences and simplifying complex concepts for better understanding.
- Acts as a trusted representative of IG, consistently upholding our brand values in every client interaction.
- Proactively seeks opportunities to enhance personal performance and contribute to team and process improvements. Embraces feedback and change with a growth-oriented attitude.
- Opportunities for a hybrid work environment
- Flexible rotating shift from 7:00 am to 7:00 pm, CT Monday to Friday
- Generous vacation policy, wellness days and volunteer days.
- Flexible benefits plan that lets employees customize coverage to suit their personal needs through a flexible health benefits plan
- Generous defined contribution pension plan and share purchase plan available to all employees
- Health and wellness program focused on four key pillars including physical, mental, social and financial)
- Telemedicine
- Transit subsidies