customer service representative - call centre

Your tasks

The Centralized Support Associate provides experienced, high-quality administrative support to Advisory practices experiencing a temporary staffing gap. As a member of the Centralized Support team, the Centralized Support Associate is assigned to Advisory practices for defined periods-generally two to six months-the role helps to help maintain business continuity, protect advisor and team capacity, and minimize disruption during employee turnover, hiring transitions, or short-term absences. The Centralized Support Associate is part of a national, primarily virtual, reporting into the Manager, Nesbitt Burns Centralized Support. The role requires the ability to quickly adapt to learn the needs, operating routines, and service expectations of different practice needs while delivering accurate, consistent, support within established service standards and operating requirements.

• Deliver experienced administrative support during temporary staffing gaps, hiring transitions, and short-term absences, helping maintain business continuity and practice capacity.
• Quickly learn and adapt to each assigned practice's routines, book structure, priorities, service expectations, and ways of working.
• Participate in structured onboarding at the beginning of each engagement and establish clear responsibilities, turnaround expectations, escalation channels, and assignment boundaries.
• Books meetings with prospects and clients, prepares packages for the meetings.
• Coordinates marketing activities on behalf of the advisory team, including website, social media initiatives, client recognition for meaningful life events, and the planning of client events.
• Schedules and helps prepare client portfolio reviews for the Investment Advisors including setting up client calls, scheduling meetings, preparing reviews and provides updates to IA.
• Follows up on client inquiries, account maintenance, new accounts set-up, transfers and remitting funds from registered and non-registered accounts upon client's request.
• Resolves client complaints in a timely and effective manner; escalates as required.
• Handles clients' general day-to-day requests and inquiries including basic money movement (e.g., wires, transfers), technology issues, and account opening and update, and follows up in a timely and confidential manner.
• Generates reports and documents for IAs and clients as requested and processes items for client accounts and files.
• Maintains and organizes client database and client files.
• Monitors incoming and outgoing assets and notifies IA of required actions to rebalance portfolios.
• Administers and processes documentation related to client files and regulatory requirements.
• Monitors redocumentation of client accounts on regular cycle to ensure client information and documentation is up-to-date.
• Mentors and coaches new or junior members to the Centralized Support team
• Provides team members with support on general inquiries and escalations related to policies, procedures, and processing.
• Develops rapport and instills confidence with the client to develop credibility and promote a positive client experience resulting in retaining long- term client relationships and delivers an exceptional client experience.
• Assists with managing a portfolio of clients to retain and grow relationships.
• Support IA's in individual client investment needs to provide professional, customized investment-related advice, sales and services.
• Works collaboratively with BMO partners to deliver the desired customer experience.
• Follows through on the risk and compliance processes and policies to ensure we safeguard our customers' assets, maintain their privacy, act in their best interests, and ensure an effectively run branch.
• Protects the Bank's assets and clients' assets and com

How to apply

Address: VIRTUAL61 - REMOTE/TELETRAVAIL - QC - NBS

Other

Job Family Group: Wealth Sales & Service

Special note: Whether or not the successful candidate holds a CIRO licence, they will remain at their current job grade.