MyClient Support Analyst

CIBC•Toronto, ON

1d•Hybrid

About The Position

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. As a member of the My Client Support Team, the role is to provide primary level support and analysis for the My Client application used by the entire Wood Gundy branch network. This role will support providing assistance and knowledge to resolve problems or questions about the application. This role will assist with the documentation and procedures as required. The primary role of the Analyst is to respond to branch inquiries providing superior service experience as well as providing guidance as the SME on projects involving the My Client application. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

Requirements

1-3 years of strong brokerage experience and business and/or portfolio management reporting background.
Thorough knowledge of Broadridge, CIBC brokerage operational departments and MyClient.
Digitally savvy.
Excellent working knowledge of Excel and SharePoint.
Able to manage several small to medium sized projects concurrently involving complex changes to technical or business environment.
Work well under pressure, with tight deadlines, and sometimes competing objectives.

Nice To Haves

Seek out innovative solutions and embrace evolving technologies.
Easily adapt to new tools and trends.
Act like an owner.
Thrive when you're empowered to take initiative, go above and beyond, and deliver results.
Values matter to you.
Bring your real self to work and live our values – trust, teamwork and accountability.

Responsibilities

Analyze issues raised by the branch, Operations or our Business Partners.
Provide details and explain discrepancies found to senior staff.
Review outstanding investigations and escalate unresolved issues to senior staff.
Identify root causes and trends to avoid re-occurrence and provide input for branch communications.
Resolve data discrepancies that result in failure of client updates and update backend data required to support initiatives.
Liaise with our Business Partners answering general questions, request reports and/or open investigations.
Respond to all incoming calls to the My Client Support line.
Action and respond to all incoming emails to the My Client Account Management mailbox.
Perform ad hoc testing for the maintenance releases for the My Client application.
Maintain the My Client page on the intranet to ensure it is current and maintain the Central Knowledge document for the team.