Shareholder Services Senior Representative

Royal Bank of Canada•Toronto, ON

22h•CA$55,000 - CA$90,000•Onsite

About The Position

The Senior Representative is responsible for responding to and maintaining relationships with Shareholder Services’ Clients. This role is the key point of contact for Fund Manager’s for Shareholder Services related operational matters, including, day-to-day inquiries and investigations. This role is a key influencer in the Clients Service Review Scoring for Shareholder Services though efforts to enhance clients’ experience. The role also entails a Team lead responsibility within the Shareholder Services Investigations and Client Contact Centre.

Requirements

Pertinent industry & regulatory/compliance requirements
2 -3 years of experience within Shareholder Services/Record Keeping or similar multi-client administration environment
Strong working knowledge / experience in the financial services industry.
Sound knowledge of Mutual Fund and Segregated Fund taxation and compliance /regulation – including Registered Products
Demonstrated ability to work successfully in a fast-paced, high stress environment
Communicate effectively with both internal and external client groups
Strong customer service skills

Nice To Haves

Active Learning
Adaptability
Communication
Customer Service
Detail-Oriented
Group Problem Solving
Interpersonal Relationship Management
Product Services

Responsibilities

Proactively develop and maintain relationships with primary contacts within assigned client organizations on behalf of Shareholder Services.
Contribute to the retention of the existing Client base through effective client issue resolution.
Ensures regular contact and participation in Client meetings and that the Shareholder Services day-to-day operational model is aligned with objectives.
Develops a detailed understanding of clients’ businesses to ensure SHS interacts with the clients’ operations effectively.
Acts as the escalation point for complex client issues by providing clients with a key point of contact to resolve issues and ensure that clients receive regular updates on the progress of issue resolution.
Utilizes subject matter expertise to provide critical support to in respect of all Shareholder Services Client related and queries.
Acts as direct liaison point between operational teams within Shareholder Services to resolve daily operational issues.
Identify opportunities for improvements in internal/client operations and offer recommendations where appropriate.