Position Description
The Mutual Fund Operations team provides investors with quality operational services, including the processing of financial and non-financial transactions through trade acceptance, placement and settlement and preparing outbound phone/fax/mail communications to advisors and dealerships. Our strong customer service focus is reflected in our vision: to be an industry service leader by exceeding customer expectations through the strength of our people and technology.
Reporting to the Manager of Mutual Fund Operations, the Bilingual Mutual Fund Account Administrator will be accountable for the processing of Mutual Fund financial and non-financial transactions including:
- Communications related to transactions that are not in good order
- Quality Control for all routine transaction types
- Daily bulk settlement and payment
- Reports related to business unit controls and critical overview of workflows with full adherence to requirements for sign off and storage/retention.
- Support to other business areas such as Call Centre, Distributor Services and Technical Support is required at this level.
Responsibilities
- Daily processing and reporting for Mutual Fund financial and non-financial transactions
- Communications related to transactions that are not in good order
- Quality control for all routine transaction types
- Daily bulk settlement and payments
- Identify and escalate exceptions
- Support on escalated cases as assigned and able to work effectively with business partners and leaders to resolve issues
- Accurately handle increasingly complex client service requests at initial point of contact utilizing multiple administrative systems within the defined service standards
- Identify opportunities and make recommendations to improve operational process and practices.
- Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures and maintain processing knowledge
- Meet or exceed accuracy and service excellence measures
How will you create impact?
This role is primarily accountable for processing and communications. Progress will be made towards full proficiency and sound business knowledge regarding all complex transaction types within this product line.
Dedication to maintaining the outlined service levels and quality and productivity standards is required and will be used to measure success.
What motivates you?
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.
Required Skill / Experience
What we are looking for
- Previous successful experience in a Mutual Fund processing role an asset
- Customer obsession mindset
- Commitment to achieving high levels of service excellence and ability to work independently or within a team and with minimal direction
- Strong communications skills (verbal and written) in English and French.
- Analytical and problem-solving skills assuming responsibility and taking ownership until resolution
- Sound knowledge of the Mutual Fund industry, policies, procedures, and concepts – Canadian Investment Funds Operations Course (CIFOC) is an asset
- Organizational/prioritization skills to be able to work in a fast-paced environment and manage change in priorities
- Strong attention to detail
- Ability to work under pressure, prioritize workload and adapt to changing circumstances
- Learn new information quickly and collaborate effectively with internal and external partners
- Excellent written and verbal communications skills, proof reading skills and documentation skills
- Available to work overtime based on seasonality- i.e., RSP season
- Financial services experience is required
What can we offer you?
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.
Our commitment to you
- Values-first culture
We lead with our Values every day and bring them to life together. - Boundless opportunity
We create opportunities to learn and grow at every stage of your career. - Continuous innovation
We invite you to help redefine the future of financial services. - Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives. - Championing Corporate Citizenship
We build a business that benefits all stakeholders and has a positive social and environmental impact.
