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Job Title: Transition Coordinator

Duration: 12 Months

Location: Toronto, Ontario, CAN, M5X1J9

Job Description:

Description:

Transition Coordinator, Account Transitions Coordinator

Business Overview

the premier provider of carrying broker, trading and custodial services to Portfolio Managers, Introducing Brokers, and Investment Fund Managers across Canada.

Nature of the Role and Contribution

The successful candidate reports to the Team Lead, Account Transition Services. The candidate will be responsible for processing and communicating complex transfer requests to ensure that all assets being received are processed within a set service level agreement (SLA). The candidate person will be responsible for managing the Transition experience for Elite Clients including Portfolio Managers and Introducing Brokers.

The candidate must be able to use problem solving techniques to diagnose what occurred, why it occurred, and the steps required to solution. Additionally, they must have the ability to articulate clearly and confidently, over the phone and during regular touchpoints with Elite Clients or via email.

A successful candidate must understand how they complete their work, i.e., attitude, behavior, disposition, and teamwork are just as important as daily production.

Responsibilities

- Meticulous attention to detail when investigating transfers
- Manage Transition mailboxes and initiate or investigate transfers in a timely manner to meet our SLA of 24 hours
- Communicate with our clients when transfers submitted are NIGO (not in good order) and memo accounts with reasons for rejections
- Email or call relinquishing institutions up to 75 times per day to investigate transfer status
- Review rejected transfers and re-submit them in good order




- Process journals (Cash & Securities)
- Interact with clients on an ongoing basis to resolve any outstanding issues related to Account transitioning
- Enhance the client experience by creating efficiencies to exceed expectations, seek process improvements
- Collaborate with various partners to drive digital adoption
- Generate scheduled and ad-hoc reporting for internal and external requirements
- Meet with clients to discuss transfer process and requirements
- Identify initiation, rejection, and asset trends
- Draft and/or update existing user guides as required
- Overtime required during high volume periods

Behaviours:

- Proactiveness in taking charge of challenges impacting the team
- Passionate about delivering exceptional client experience
- Be a change agent for culture, technology, and methodology
- Challenge the existing process
- A team player, who identifies personal success and team success
- Identify opportunities to improve the client and employee experience
- Self starter requiring limited supervision that acts as a resource to colleagues within the organization

Qualifications

- Post secondary education with 2-3 years relevant experience
- Proficient with Outlook, Microsoft office (Excel, Word, PowerPoint)
- Excellent verbal and written communication skills
- Prior experience with the following systems: IBM-OSS & AS400 CDS/ARROW and FUNDSERV would be an asset
- Robust organizational skills with the ability to manage multiple priorities in a growth environment
- Proven ability to work effectively as a team member
- Attention to detail and communicate a clear understanding and sense of urgency
- Excellent communication and interpersonal skills

Nice to have

- Bi-Lingual (French)
- Completion of the Canadian Securities Course (CSC) Certification

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