Advisor Service Representative

Position Overview

The Advisor Services Representative provides general support across the uniFide platform and operational processes. This includes things like helping Advisor teams open accounts, resolve payment queries, helping them understand how the platform works, and any other help advisor teams need to use the platform. The Advisor Services Representative is the first point of contact for incoming support issues and requests across email and phone channels and will take turns triaging tickets and routing them to the appropriate team/tier for resolution.

Duties & Responsibilities

• Support level 1 platform and operational queries
• Handle all incoming requests by phone, email or other channels and responds to Advisor team questions and issues
• Prioritize Advisor team inquiries/needs and collaborate with other teams as appropriate to resolve advisor queries and issues
• Provide clear, friendly, and encouraging written communication to convey prompt, compassionate, and accurate information
• Work through potentially complicated and emotionally charged situations with deep empathy and a solution-focused outlook
• Proactively alert management of escalations or potential service disruptions and assist as needed
• Ensure necessary due diligence is taken to support the accuracy of all requests and enquiries
• Conduct incoming email triage and routing with the ability to quickly understand stakeholder needs from basic questions to complex support
• Assign operational and platform requests/queries to appropriate queues and routes to the appropriate team and tier
• Drive continuous improvement by identifying, suggesting and actively participating in process improvements
• Understand and apply department operating policies and procedures

Skills & Qualifications

• Strong background in customer service that will be reflected in professional client interaction, ability to build relationships, and quality of service delivered
• Team player, displays passion, empathy and an appropriate sense of urgency for servicing clients
• Strong written and oral communication skills
• Ability to work independently with minimal guidance
• Very thorough and detailed oriented
• Comfortable with technology and able to explain features to others, with an appreciation for how digital solutions can be used to drive efficiency and effectiveness
• Uses sound judgment and exercises strong decision-making skills

Education

• Minimum 3 years’ experience in financial services, preferably within brokerage or wealth management
• Completion of Canadian Securities Course (CSC) preferred
• Post secondary education in business or a related discipline, or an appropriate combination of education and experience required