Retention and Inside Sales Specialist

Position Name

Retention and Inside Sales Specialist

Position Description


Reporting to the Manager, Client Services (“MCS”), the Retention & Inside Sales Specialist is responsible for activities that support the growth and management of the Investment Services portfolio of accounts and assets through the development and execution of a sound retention program. The Retention & Inside Sales Specialist is responsible for the proactive follow up of sales leads and referrals, and the development and strengthening of partner relationships. This role will focus on service excellence and will significantly contribute to ongoing improvements in the delivery of customer service. 

  • Responsible for executing activities within the Investment Services Retention Program and monitoring its success in order to achieve established targets
  • Contact all referrals and sales leads driven by Business Development Managers and Client Services Specialists in order to convert prospective clients to new business
  • Responsible for proactively reaching out to existing clients and partners in order to maximize revenue/sales opportunities and successfully contribute to overall departmental targets.
  • Manage client activities effectively through the utilization of Salesforce CRM
  • Create and distribute detailed sales and retention activity reports to the MCS
  • Onboard all new Issuers referred by the Business Development Manager in accordance with department policies and procedures
  • Provide Procedure Information Sessions with all newly onboarded Issuers, Syndicators, and Partners as required
  • Conduct timely annual reviews for all onboarded Issuers and manage their statuses accordingly
  • Follow up on all inactive onboarded Issuers and Partners
  • Effectively manage the relationships of all Syndicators/Partners including escalations as they arise
  • Support all business development initiatives, promotions and activities organized by the department
  • Provide exceptional customer service to partners and clients with respect to inquiries and escalations
  • Be knowledgeable of CTC’s full suite of registered account plan types and eligible investment options including syndicated/private mortgages, exempt market products, etc.
  • Collect and provide the effective transition of all documents required to complete back-office client account processing of financial and non-financial transactions
  • Provide support to the Client Services Specialist team with client inquiries, inbound and outbound calls, incoming emails to the department’s inbox within the established department service standards
  • Comply with CTC’s Client Identification policies and procedures including privacy of client information
  • Maintain accurate electronic recordkeeping of client accounts in accordance with department procedures
  • Follow all AML policies and procedures with client accounts with an emphasis on “Know Your Client” rules
  • 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

Qualifications Required

  • Post-secondary education in Business Administration, Accounting and Finance, Commerce or a related fielD
  • Minimum of 3 years’ experience within the financial services industry
  • Minimum of 2 years customer service/sales experience required
  • Intermediate knowledge of Salesforce CRM is an asset
  • 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 Private & Syndicated Mortgages, Mutual Fund Trusts, Mortgage Investment Corporations, and Exempt Market Products
  • Working knowledge of financial regulatory requirements on registered products, AML, and Compliance is an asset
  • Effective organizational and time management skills
  • Strong interpersonal, written and verbal communication skills
  • Intermediate knowledge of Microsoft Word, Excel, Power Point, 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.