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 explicit 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 strong 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