Bilingual Client Service Representative

Role overview

Client service duties

• Resolve client inquiries by telephone, email, and online chat in a timely and efficient manner.
• Perform online registration, password resets, and account deactivation while following security protocols and protecting confidentiality.
• Troubleshoot web issues requiring advanced technical support.
• Track outstanding inquiries, meet service-level standards, and identify solutions to administrative errors and problems.

Relationship and team contributions

• Build trusted client relationships and identify opportunities for retention, lead generation, referrals, cross-selling, and outbound campaigns.
• Maintain detailed knowledge of MD Financial Management products and services.
• Support team goals, service-level agreements, policy compliance, and effective business controls.
• Follow risk, compliance, anti-money-laundering, sanctions, and conduct requirements.

Qualifications

• University degree in business, commerce, or equivalent.
• Front-line contact center experience is preferred, preferably in financial services.
• Canadian Securities Course completion is an asset.
• Fluency in both of Canada's official languages and strong oral and written communication skills.
• Ability to work independently and collaboratively in a fast-paced environment with competing priorities.

Workplace context

• The position serves Virtual Channels, Wealth Services; a specific remote, hybrid, or onsite policy is not stated.