Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
Provide coaching and support to team and serve a point of contact for escalations
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Inform clients about problems (system failures, market issues) and provide regular resolution updates
Advise on and advocate the implementation of process improvement and reengineering to improve client experience
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Escalate customer feedback, processing delays and errors appropriately
Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
Assess risk in business decisions, drive compliance with applicable laws, rules and regulations, adhere to policy, apply sound ethical judgment, and elevate, manage and report control issues transparently
Requirements 2-5 years of customer experience
Relevant experience (business/financial environment) preferred
Demonstrated project management and organizational skills to prioritize multiple tasks




Proven self-reliance and accountability and ability to manage risk
Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
Proven investigative and analytical skills
Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
Bilingual (English/French) language proficiency is required
Candidates must be fluent in spoken and written French
Bachelor's degree/University degree or equivalent experience
Core Competencies Demonstrates solid client management capabilities, with a focus on delivering high-quality customer service and building relationships. Proficient in project management, risk assessment, and compliance within a business or financial environment.
Highest-signal resume keywords Client Relationship Management
Project Management
Analytical Skills
Bilingual Proficiency (English/French)
Risk Management
ATS Optimization Keywords Hard Skills Customer Experience
Process Improvement
Data Analysis
Audit Preparation
Reporting
Capacity Planning
Soft Skills Clear Communication
Influencing Stakeholders
Self-Reliance
Accountability
Organizational Skills
Industry Keywords Business Environment
Financial Environment
Regulatory Requirements
Control Environment
Ethical Judgment

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📌 Customer Service Intermediate Analyst (Ontario)
🏢 Jobtailor
📍 Ontario