Our client, a Top 5 bank, is currently seeking a bilingual banking service representative to join their team in Toronto, ON! Purpose Contributes to the overall success of the Our banking clients, Wealth Service Centre, in Canada, ensuring specific individual goals, plans, and initiatives are executed/delivered to support the team’s business strategies and objectives. Takes a leadership role and is responsible for supporting Canadian Wealth Management Advisors, Advisor teams, and clients in all service-related inquiries, level 1 technology support, matters of policy, and procedures with specific expertise in complex operational and regulatory practices and initiatives. All activities conducted comply with governing regulations, internal policies, and procedures. The candidate will ensure questions are fully resolved effectively and efficiently conducting analysis and providing recommendations as required. ROLE AT A HIGH LEVEL: On the phones responding to internal retail full service brokerage – wealth inquiries – applications - There is work behind the scenes responding to emails - Not typical contact center - Not high volume calls – team of 10 is their goal on the phones o Internal working for an advisor – someone who is grossing a million or 10 million o Every call is urgent - Needs polish – even if they don’t have the answer, they will delegate to the right partner to be sure to answer correctly - All about the tone and the approach - Ultra high net worth clients - If you are not receiving calls – you are helping with customer and online experience Accountabilities · Champions a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge. · Drives a customer-focused culture and deepens client relationships. · Work with the Manager and Assistant Manager, of Service Centre Support to resolve complex, multi-faceted problems to meet the business needs of the CWM businesses with a specific focus on creating operational efficiencies and solutions to enhance service and inquiry resolution. · Provides a level of analysis that assists with problem-solving and solution recommendations to the Management team. · Represents the team as a subject matter expert on small operational projects. · Ability to multi-task, change priorities as required, and work in a high-volume Contact Centre environment. · Exercising solid judgment and ensuring all operational and support issues are escalated when needed. · Assisting Wealth Management employees and clients with questions and procedures through calls and emails. · Delivering world-class support and aptitude for first-call resolution. · Taking ownership of inquiries adhering to the standard Service Level Agreement (SLA) and ensuring information is accurately delivered. · Assist in analyzing, create and maintaining a variety of Excel reports · Experience required in working in an investment trading environment and having knowledge of Wealth Applications such as Broadridge, SCORE, WealthOne, and Salesforce. Experience with these or similar applications is an asset · Good understanding of existing client onboarding and maintenance rules, regulations, and processes · Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations concerning operational risk, regulatory compliance risk, AML/ATF risk, and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. · Champions a high-performance environment and contributes to an inclusive work environment. · Understand how the Bank’s risk appetite and culture should be considered in day-to-day activities and decisions. · Staying compliant with licensing obligations through continuing education under Investment Industry Regulatory Organization of Canada (IIROC) requirement Qualifications 1. Bilingual - French and English 2. Direct line customer service experience 3. Brokerage experience - responding to internal advisors 4. Polish & strong communication - dealing with ULTRA-HIGH net worth individuals NICE TO HAVE: CSC certification and interest in wealth management Work Environment Training - 30-60 days (5 days onsite) then 3-days hybrid model Duration: 6 month contract to permanent Pay: $30 - $33/hr Pay and Benefits The pay range for this position is $30.00 - $33.00/hr. Workplace Type This is a hybrid position in Toronto,ON. À propos de TEKsystems: Nous sommes partenaires dans la transformation. Nous aidons les clients à activer des idées et des solutions afin de profiter d’un nouveau monde d’opportunités. Nous sommes une équipe solide de 80 000 personnes, nous travaillons avec plus de 6 000 clients, dont 80 % faisant partie du Fortune 500, partout en Amérique du Nord, en Europe et en Asie. En tant que chefs de file de l’industrie des services technologiques complets, des services aux talents et des applications du monde réel, nous travaillons avec des leaders progressistes pour favoriser le changement. C’est le pouvoir d’un vrai partenariat. TEKsystems est une société du groupe Allegis. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.