At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
As a Client Account Rep (CAR), you'll be a critical member of the SIS customer-facing team in the Securities Industry Services (SIS) department which provides a full brokerage platform to brokers in Canada. SIS develops financial applications and manage services for clients in the top tier financial and brokerage sector.
As a leading service provider, SIS offers clients a high level of expertise through our platform as well as a complete list of services including order management, clearing and settlement, reporting and reconciliation, compliance services, support and customer service. We are currently seeking a Customer Support Representative (CSR). The Customer Support Representative is the focal point for delivery of SIS services to our clients and acts as the second level support for both incidents and service requests. We are looking for a dynamic individual with a passion for helping others, that thrives in a fast-paced environment and enjoys being on the front line with customers. The employee will be expected to provide top level service to our clients.
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Key Job Functions/Responsibilities
- Customer Support Representative for one or more of our bank or brokerage clients
- Conduct regular touchpoints with clients, provide timely updates and respond to client requests within set SLA's
- Understand the assigned client/s business model so that you can identify potential opportunities and respond professionally
- Focal point for delivery of SIS services and SIS daily/monthly/year end processing
- Second level problem resolution at the application level and technical/operations level
- Client focal point for problem and change management
- Management and reporting of SIS contract monthly SLA's (Service Level Agreements)
- Prepare presentations and conduct monthly business reviews with clients
- Interact with other members of the support team to provide service excellence to our clients
- Work efficiently in a multi-tasking environment where high attention to detail is required at all times
- Timely and professional communications to clients
- Be available outside business hours when there is a major incident or to support periodic changes
Education:
- Completion of Canadian Securities Course - asset
- 3 years of experience with customer service or 1 year in a financial services role
- Excellent verbal and written communication skills in English (bilingual French/ English will be an asset)
- Passionate about customer excellence
- Excellent collaboration and communication skills with clients and internal stakeholders
- Great analytical and problem solving skills
- Technologically savvy, smart, sharp, willing to learn and grow
- Independent learner who takes the initiative to learn and find answers for clients
- Securities and/or financial services industry experience and Canadian Securities Course are assets
Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Background Check Process
Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:
- Employment verification
- Education verification
- Credit inquiry
- Canadian criminal record check
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.
Accessibility & Accommodation
Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.
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Broadridge associates helped us envision our Connected Workplace - a work model that allows associates around the globe, dependent upon their role responsibilities, take advantage of the benefits of both on-site and off-site work to support our clients, one another, and the communities where we live and work. Our Connected Workplace is grounded in the concept of FACS: Flexible, Accountable, Connected, and Supported, which is our commitment to our associates. FACS supports our strong culture and allows us to achieve business goals while supporting meaningful work-life integration for our associates.
We are dedicated to fostering a diverse, equitable, and inclusive environment and committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates can only do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates diversity in all its dimensions.