Unlock your potential in a role focused on delivering exceptional client service and helping customers navigate their financial journey. You will be the primary point of contact for participants, providing timely, accurate support across phone and email channels. You will apply strong judgment and communication skills to resolve questions and handle complaints with professionalism and care. You will also help improve how the team supports customers through continuous improvement.
Job summary:
As a Client Service Analyst in Wealth Management, you are the primary point of contact for participants, delivering high-quality service and guidance on products and services. You respond to inquiries through phone and email, resolve issues efficiently, and ensure a consistent customer experience. You collaborate with internal partners to drive timely resolution and improve end-to-end outcomes. You identify recurring themes and recommend process improvements that strengthen the customer support function.
Job responsibilities:
- Serve as the first point of contact for wealth management clients and participants
- Provide timely, accurate responses and deliver a high-quality customer experience
- Communicate with customers via phone and email while maintaining professional service standards
- Explain available products and services clearly and appropriately based on customer needs
- Adapt communication style to support different customer situations and levels of understanding
- Partner with internal teams to research issues and resolve customer inquiries end-to-end
- Handle challenging conversations, including complaints, by using empathy and sound judgment
- Document interactions and outcomes accurately to support consistent follow-up and service quality
- Identify recurring issues and recommend improvements to processes, tools, or knowledge materials
- Support continuous improvement initiatives that enhance customer support efficiency and effectiveness
Required qualifications, capabilities, and skills:
- Bilingual proficiency in English and French, both written and verbal
- Experience delivering customer service by phone and email with strong professional etiquette
- Strong client focus and interpersonal skills
- Strong written and verbal communication skills, including explaining information clearly
- Ability to handle complaints and difficult conversations with professionalism and empathy
- Proactive mindset with a focus on continuous improvement
- Strong judgment and ability to exercise discretion when handling sensitive situations
- Strong technical aptitude and ability to learn and use required tools and systems
Preferred qualifications, capabilities, and skills:
- University degree in economics, finance, or a related field (or equivalent experience)
- Experience in a customer service role, preferably within financial services
- Strong problem-solving skills and interest in learning new products, processes, and tools
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.