Partner Support Associate, Transfers

Wellington-Altus•Toronto, ON

1d•CA$52,500 - CA$65,265•Onsite

About The Position

Reporting to the Manager, Advisor Experience, the Partner Support Specialist – Transfers is responsible for providing expert support to advisors within WAPW regarding external transfer cases. This role involves the efficient processing of transfer requests, troubleshooting complex issues, and collaborating with internal departments and external partners, including our custodian (NBIN), to resolve inquiries. The Partner Support Specialist ensures smooth and timely transfer processes, improves advisor experiences, and maintains strong relationships with advisory teams and external institutions.

Requirements

Bachelor’s degree or diploma in Business Administration or similar field of study.
3-5 years of experience in the financial services industry, ideally within a high-growth environment. Equivalent combinations of education and experience will be considered.
High level of proficiency in Microsoft Office (especially Excel).
Familiarity with external transfer systems (e.g., ATON, CDS, DTC) or willingness to learn.
Organizational Skills: Ability to prioritize and manage multiple tasks efficiently.
Clear Communication: Communicate complex information simply and effectively to stakeholders.
Attention to Detail: Ensure accuracy and compliance in transfer-related processes.
Confidentiality: Maintain discretion and confidentiality when handling sensitive information.
Adaptability: Demonstrate a high tolerance for pressure and ambiguity, adapting to changing priorities and effectively managing a large volume of competing tasks.
Commitment to Service: Provide exceptional service with a positive attitude.
Teamwork & Collaboration: Work effectively with internal teams and external partners to achieve goals.

Nice To Haves

Familiarity with Power BI is desirable.

Responsibilities

Serve as the subject matter expert on all aspects of the external transfer process.
Provide timely and accurate assistance to advisors with external transfer inquiries, ensuring smooth processing of requests.
Act as the main point of contact between advisors, internal teams, NBIN, and external institutions.
Investigate and resolve complex transfer-related issues by collaborating with internal teams and external partners. Proactively manage escalations and ensure all issues are addressed promptly and professionally.
Identify recurring issues in the external transfer process and work with the Manager and other teams to develop solutions, improve workflows, and reduce inquiry volume.
Help maintain and update the internal team’s guide, suggesting improvements or new topics when necessary.
Build strong, proactive relationships with advisory teams, understanding their needs and providing personalized support. Provide tailored solutions to ensure a smooth advisor experience and timely resolution of transfer-related matters.
Perform additional tasks related to advisor support and operational processes.