Client Services Specialist

Position Description


Reporting to the Manager, Client Service Specialists, the Client Services Specialist (CSS) is responsible for managing new and existing partner and client relationships through being responsive, educated and attentive to client needs. The CSS will be required to liaise with the back office of the Investment Services department to ensure that client needs are met through timely turnaround and effective resolution management. As champions of customer service excellence, the CSS will impact and contribute to enhancing the client experience with each encounter with Community Trust, thus contributing to the overall success of the department.

  • Provide exceptional customer service to partners and clients with respect to inquiries and responses concerning CTC’s full suite of registered account plan types, including CTC’s Classic and Self-Directed accounts
  • Effectively on-board new Agents/Brokers/Partners including Mortgage Investment Corporations, Mutual Fund Trusts, & Small Businesses in accordance with department policies and procedures
  • Communicate professionally and effectively, both verbally and written with partners and clients regarding CTC’s suite of products
  • Be fluent and knowledgeable with all investment options available to registered accounts
  • Collect and provide effective hand-off for all documents required to complete back-office client account processing of financial and non-financial transactions
  • Respond to and/or investigate all internal and external client inquiries within the department service standards
  • Respond to all inbound calls to the Investment Services department within the established department service standards
  • Monitor and respond to all incoming emails in to the department’s email box within the established department service standards
  • Comply with CTC’s Client Identification policies and procedures
  • Assist clients with CTC’s Online Services
  • Process and deliver client communications including welcome letters, statement of accounts, etc. for all registered investment products
  • Maintain accurate electronic recordkeeping of client accounts in accordance with department procedures
  • Provide support and/or recommendations for process improvements to Managers as appropriate
  • Follow all AML policies and procedures with client accounts with an emphasis on “Know Your Client” rules
  • Comply with CTC’s policies regarding the privacy of client information
  • Pro-actively identify actual and potential violations of AML regulatory requirements, internal policies and procedures or other AML/ATF risk situations at an early stage. Conduct appropriate inquiries and investigations in relation to any such situation and ensure that corrective actions and/or risk mitigation actions are implemented in a timely manner or escalated appropriately
  • Adhere to compliance and operational risk controls in accordance with company’s policies and procedures

Qualifications Required

  • Post-secondary education in Business Administration, Accounting and Finance, Commerce or a related field
  • A minimum of 3 years’ experience within the financial services industry
  • Proven track record of exceptional customer service capabilities
  • Strong understanding of registered products, including Self-Directed, their characteristics and related CRA rules
  • Sound knowledge of Self-Directed Mortgage, Mutual Fund Trusts, CCPC, and Mortgage Investment Corporation
  • Working knowledge of financial regulatory requirements on registered products, AML, and Compliance is an asset
  • Effective organizational and time management skill
  • Strong interpersonal skills
  • Strong written and verbal communication skills
  • Intermediate knowledge of Microsoft Word, Excel and Power Point applications and Outlook

How to Apply

We invite you to apply easily through your LinkedIn account by clicking the link below:

To apply via email, please send you resume and cover letter here.

Community Trust Company welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.