Company Information:
CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.
Position Overview:
Client Service Support and Analytics is a client-focused organization whose core mandate is to deliver exceptional service and support clients in meeting their data and reporting requirements. Reporting to the Client Service Support Manager, the Client Service Support Analyst is responsible for managing and supporting existing institutional pension, investment fund, and core custody client relationships. This role ensures the efficient delivery of information and reporting requirements via NEXEN and other data exchange platforms. The Client Service Support Analyst is responsible for resolving routine client issues, collaborating with Senior Analysts, and escalating complex issues to the Manager as necessary.
Responsibilities:
Client Support and Service Delivery
- Provide comprehensive support to NEXEN users through online, telephone, and on-site channels, ensuring timely and effective resolution of inquiries.
- Deliver after-hours support as required to maintain service continuity and respond promptly to urgent needs.
- Manage incident escalations efficiently, adhering to established protocols.
Training and System Adoption
- Conduct client training sessions to promote self-service capabilities, drive system adoption, and encourage effective use of NEXEN.
Issue Tracking and Resolution
- Utilize ServiceNow to accurately document and track all client inquiries, ensuring detailed descriptions for efficient issue management.
- Assist in investigating urgent and complex issues, facilitating incident escalations and ensuring prompt resolution.
- Adhere to standard service level metrics for issue resolution, consistently maintaining high performance and accountability.
Qualifications:
- College diploma, university degree, or equivalent
- 1-2 years progressive experience including customer service experience
- Knowledge or exposure to NEXEN
- Knowledge of asset servicing or securities industry
- Detail oriented, analytical, strong oral & written communication, interpersonal and customer service skills
- Problem-solving abilities to manage and resolve technical issues efficiently
- Availability for after-hours support
- Bi-lingual an asset (French)
CIBC Mellon's Values:
Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better
Job Specific Competencies:
- The salary band for this position ranges between $60,000 - $91,000.
- Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
- This posting is for an existing vacancy.
