Company Information:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage creative thinking and give our employees the support and resources they need to turn great ideas into actions.

We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

Position Overview:

Responds to incoming telephone enquiries from dealers, advisors and shareholders primarily to investigate, address and resolve associated issues, concerns and enquiries regarding assigned CIBC Mellon’s clients, their investment products, and fund account activity. Develops and sustains on-going business relationships with assigned CIBC Mellon’s clients by anticipating and identifying client needs and providing service excellence.

Responsibilities:

- Responds to call centre inquiries from assigned clients, dealers, and advisors and ensures the highest level of service by proactively anticipating and resolving associated issues and enquiries
- Creates and maintains a current and accurate knowledge base of assigned clients’ products and services while maintaining the group knowledge base of standard industry operating processes, procedures and practices (e.g. terms of FundSERV, FUNDcom, and IFIC Mutual Fund industry related requirements)
- Provides verbal and written responses to clients and representative enquiries,



detailing resolution or follow-up actions and conducts research for more complex inquiries as required
- Monitors and tracks call centre statistics to ensure that defined service level standards are maintained and collaborates with various Recordkeeping teams and management to address any identified process issues and improve service level standards
- Creates and distributes periodic and ad-hoc advisor reporting which may include maturity reports, commissions and trailers, client transactions, fund prices and statements
- Responds to advisor enquiries directed through the Data Edge online data and report tool regarding fund setups and dealer setups, escalating to management as required
- Contributes to Recordkeeping initiatives and programs by providing process improvement recommendations regarding outstanding service issues, service enhancements, account administration and dealer service activity

Qualifications:

- Post-secondary education
- 4-5 years client services experience within the Mutual Fund industry
- Knowledge of the mutual fund industry standards and regulations
- IFIC Mutual Funds or CSC course an asset
- Strong communication and Interpersonal skills
- Must be bilingual
- Must be available to work shifts between 8am to 8pm

CIBC Mellon's Values:

Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better

Job Specific Competencies:

- The salary band for this position ranges between $52,000 - $78,000.
- A reasonable estimate of the pay range for this role is $57,000 - $65,000 at the time of this posting. Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.

- Please note, our recruitment process may include the use of AI-assisted tools.
- This posting is for an existing vacancy.

📌 Bilingual Client Services Representative (Mississauga)
🏢 CIBC Mellon
📍 Mississauga