Position Description:

The Client Services Senior Agent plays a critical role in delivering high-quality customer service to clients across diverse platforms. This position primarily supports wealth management services by resolving client concerns, responding to inquiries, and ensuring consistent service excellence. In addition to frontline support, Senior Agents serve as subject matter experts and mentors, providing floor support through process clarification and reinforcing quality standards.

Key Responsibilities

• Provide excellent service to Financial Advisors and Clients related to Mutual Funds, Segregated Funds, Educational Plans, and other Specialty Products.

• Respond to client inquiries and concerns related to wealth management via multiple platforms, ensuring timely, accurate, and professional resolutions.

• Assess customer needs by gathering relevant information, conducting research, and applying problem solving techniques aligned with company processes.

• Accurately document all customer interactions according to quality and compliance standards.

• Provide clear, complete, and client appropriate information using approved call flows, templates, and system processes, while communicating appropriate options and delivering timely resolutions to address client needs.

• Manage complex or escalated client concerns, utilizing de-escalation techniques and appropriate issue triaging, and promptly escalate out of scope issues, ensuring proper documentation and coordination with higher level support.

• Contribute to improving service delivery by leveraging knowledge of client satisfaction surveys (e.g., CSAT, CES, NPS) and providing insights for continuous improvement

• Stay up to date with process changes, system updates, and policy enhancements, and apply them during client interactions.

• Serve as a subject matter expert and mentor, providing floor support for process related inquiries and offering guidance to new joiners and team members, reinforcing company standards throughout their tenure.

Educational Background

• College Graduate; any business related course is a plus

Career Experience

• Minimum of 2 years of experience in call center supporting Canadian wealth management products (Mutual Funds, Registered Products, and Segregated Funds)

Skills

• Strong verbal and written communication skills, with the ability to convey information clearly, professionally, and empathetically, and build rapport to maintain client trust across diverse communication platforms (calls, emails, tickets, chat).

• Advanced active listening, problem solving, and decision making skills, with proven ability to manage complex or escalated client concerns, including de-escalation techniques and appropriate issue triaging in wealth management contexts.

• Excellent documentation skills and a high level of process adherence, ensuring accurate and consistent logging of all client interactions in compliance with quality standards and regulatory requirements.

• Technologically adept, with proficiency in CRM systems, ticketing tools, Microsoft Office, and other relevant platforms, and a strong retention of call flows, scripts, and system processes.

• Demonstrates ownership and accountability for survey performance metrics contributing to service excellence.

• Maintains a high standard of data privacy, risk awareness, and security compliance in all interactions.

• Adaptable and responsive to fast changing operational priorities; displays initiative and a continuous improvement mindset.

Other Expectations

• Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time, end time, and breaks/lunch); follows rest day schedules; adheres to leave filing policies outlined by the engagement/company.

• Quality Compliance: Delivers service that meets or exceeds quality standards and takes prompt action to correct any deficiencies in performance or process.

• Teamwork and Communications: Actively participates in team and company meetings; supports team members by acting as a backup when needed; shares frontline insights and client feedback to drive service excellence.

• Collaboration: Engages with peers and leaders across different functions to ensure smooth service delivery and to support overall team goals.

• Continuous Improvement: Demonstrates initiative in identifying service gaps or process inefficiencies and contributes ideas to improving the client experience and operational effectiveness.

• Feedback Driven: Embraces feedback from peers, supervisors, QA, and managers; uses insights to continuously enhance performance and client interactions.

Skills:

• Active listening&understanding

• Agility and Innovation

• Business Process Outsourcing

• Communication

• Continuous Improvement

• Customer Service & Support

• Detail-oriented

• Financial Services

• Risk management

• Security compliancy

• Wealth Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.