Customer Service Experience Representative

Aviso is a leading wealth management organization dedicated to improving the financial well-being of Canadians. They are seeking a Customer Service Experience Representative to join their Contact Centre team, responsible for ensuring exceptional service and support for customers and financial advisors.

Responsibilities

• Respond to inquiries via telephone, email, or chat on our products and services in an efficient, compliant, courteous, and professional manner
• Provide exceptional customer experience, take initiative to find creative solutions that make each customer’s experience feel personal
• Act as the primary contact with the client with respect to the resolution of problems and complaints with deep empathy and a solution-focused outlook
• Drive continuous improvement by identifying, suggesting and actively participating in process improvement
• Understand and apply department operating policies and procedures

Skills

• You constantly take time to learn about our products and processes because no matter how much training you get there is still so much to learn to become the kind of customer care professional we need and expect
• You raise your team-mates up by being an amazing, positive person that can be relied upon
• You work hard but also have fun and think it's cool to work for a digital company poised to disrupt an underserviced industry
• You take initiative to learn independently and are proud of your ability to improve
• Lastly, you think that customer service is nothing less than an amazing job that is an extremely important part of a company's success and is a highly respected role
• Respond to inquiries via telephone, email, or chat on our products and services in an efficient, compliant, courteous, and professional manner
• Provide exceptional customer experience, take initiative to find creative solutions that make each customer's experience feel personal
• Act as the primary contact with the client with respect to the resolution of problems and complaints with deep empathy and a solution-focused outlook
• Drive continuous improvement by identifying, suggesting and actively participating in process improvement
• Understand and apply department operating policies and procedures
• It helps if you've done this before, so if you have recently worked in a role where you were responsible for helping customers for over a year that is great
• If it was for a company that you can say really cared about customers and was known for that, even better
• If you were thought of as a top producer there, who was known for getting a lot of work done and leaving a trail of smiling, happy customers, then now we are really talking
• If it was in an inbound Contact Centre and/or a retail store, then you are still on track
• If you have any experience supporting business to business to consumer (we support credit unions, their members and our own customers) add another check mark
• If you have any experience in a digital company, you are really on track
• Being able to change is important as our hours can change and so can your schedule
• We use computers and other technology to do our jobs. You are technically savvy
• Fluent communication skills in English are required
• Bilingual skills in French are an asset
• A post-secondary education is not required but if you have one in financial administration or services, that's a plus!
• Also, a plus, but not required, would be completion of the Investment Funds Course (IFIC) or the Canadian Securities Course (CSC)
• Experience in the financial services industry could help, especially if it was with a customer experience leader

Benefits

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork

Company Overview