Address
Form of work
SalaryAs one of the world’s leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, we provide a wide range of investment strategies and vehicles to our clients around the world.
If you're looking for challenging work, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day!
Job Description
The Department
The Client Relations department is committed to providing a “customer first” culture at all levels. We are also committed to delivering the highest level of quality service to our Canadian client base while maintaining costs at a reasonable level. Our focus is putting the Interest of our client’s first and building stronger relationships, which will foster customer loyalty. We also believe strongly in offering value added services that exceed expectations with all contacts.
Your Role
The Customer Care Associate is responsible for providing operational and service support for Client Relations. This may include but is not limited to assistance with service recoveries, e-mail support, report generation and voice of the client. The role has a reporting function so comfort with data collection and aggregation as well as an advanced level of attention to detail is required.
The Customer Care Associate works closely with Sr. Associates to learn how to properly deal with regulatory reporting and case resolution, such as privacy breaches, fraud and/or suspicious client behavior.
The role requires an advanced level of proficiency with all communication mediums as responses may be provided by letter, e-mail, or phone. It also requires a predisposition for customer service, empathy and consensus building coupled with risk mitigation.
The candidate must be comfortable nurturing relationships and dealing with all levels and functions within Invesco as successful execution of the duties may be reliant on that ability.
You will be responsible for:
- Invesco Listens:
- Provide administrative and moderator support for Invesco Listens (voice of the client), ensuring completeness and accuracy of submissions
- Provide summary reporting, commentaries and related analysis
- Service Requests:
- Respond to service failures or service recovery situations in a professional, timely and responsible fashion while adhering to all processes/policies
- Respond appropriately to valid complaints ensuring adherence to complaint handling and reporting policies
- Respond appropriately to reports of fraud, privacy breaches or unusual behavior ensuring adherence to the policies for documentation and reporting
- Respond to exception requests in a timely fashion ensuring adherence to our exception policy; ensure proper documentation
- Provide a high level of communication ensuring Sales, DR, clients or other stakeholders are aware of case progress
- E-Mail Management: Provide support for internal or external e-mail when required
- TA Requests: Respond to all TA related non-report requests ensuring timely, accurate, complete responses and follow up
- Web Chat: Provide support for web chat when required
- Review submitted cases for opportunities to improve internal processes at Invesco and to prevent future issues
- Strive to be a Subject Matter Expert within the Client Relations department
- May be called upon to provide expertise in special projects as required
- May be called upon to perform other tasks as required
The experience you bring:
- Post-secondary degree – business orientation preferred
- Completion or enrollment in CSC would be an asset
- Desire to embrace new technologies
- Bilingualism an asset
- Minimum of 3 years’ experience in a Client Relations environment
- Excellent knowledge of Invesco’s products/services and our industry
- Dedicated to maintaining the highest quality and efficiency
The salary range for this position in Charlottetown is up to $46,000 annually. The total compensation offered for this position includes salary and incentive pay and will vary based on skills, experience, and location.
Full Time / Part Time
Full timeWorker Type
EmployeeJob Exempt (Yes / No)
NoWorkplace Model
At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office.
What’s in it for you?
Our people are at the very core of our success and we strive to provide employees with a competitive total rewards package which includes:
- Hybrid working environment
- RRSP Contributions
- Health & Wellness Benefits
- Work flexibility Programs
- Parental Leave Benefits
- Study Support
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.
