Were looking for our next Team Lead, Client Services. Could It Be You?
As a point of contact for clients, the Team Lead delivers exemplary customer service, addresses a variety of client needs (including account, transaction, and technical assistance) and proactively identifies opportunities to promote our products and services.
The Team Lead also acts as a subject matter expert and support for the Client Services team, answering agent questions and escalating issues in a timely manner.
They will also work closely with the leadership team on initiatives to help improve contact centre efficiency, close coaching and training gaps and provide oversight support.
In this role, responsibilities include but are not limited to:
1. Team Support & Development:
Serve as the primary point of contact for Client Services team member inquiries.
Collaborate with Quality Coaches and the Manager to develop and implement agent performance improvement plans based on call/chat metrics.
Conduct regular meetings with agents to address concerns, provide support, and offer guidance and resources.
Work closely with the Manager on contact centre initiatives and provide leadership support to the team.
Actively participate in team meetings and workshops to contribute to team goals and development.
2. Client Interaction & Support:
Manage client interactions across all channels (phone, email, chat, in-person) from initial contact to resolution, ensuring efficiency and effectiveness.
Assist clients with account monitoring, management, and inquiries via various communication methods, leveraging comprehensive knowledge of our products and services.
Provide technical support to clients on our trading platforms, utilizing up-to-date knowledge of relevant procedures.
Resolve client issues professionally, escalating complex matters as necessary, while adhering to our policies and procedures.
3. Knowledge & Compliance:
Maintain up-to-date knowledge of our products, services, programs, policies, and procedures to effectively support both clients and the team.
Requirements: So are YOU our next Team Lead, Client Services? You are if you
College or university degree in related field.
1-2 years experience in service related or financial services industry.
6 months-1 year leadership experience.
6 months-1 year contact centre experience.
Additional kudos if you
Knowledge of the Canadian financial markets.
Completion of the Canadian Securities Course.
This position is open to all candidates.