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Financial Service Associate
| Location: | Yellowknife, Yellowknife, Northwest Territories, Canada |
|---|---|
| Job Type: | Contract |
| Posted: | 1st Mar 2010 |
| Closing Date: | 1st Jan 2010 |
| Posted By: | CIBC |
| Details: | |
| Financial Service Associate tinyurl.com/yjj2f8d To provide sales support to assigned Advisors in managing their portfolios and maximizing their productivity by providing administrative support and high quality customer service to customers. As a member of the CIBC High Value team, support may include assisting the advisor with specialized knowledge in investments, small business or other areas identified to meet client needs. MAJOR ACTIVITIES: 1. Support assigned Advisor(s) • Service the financial needs of clients in partnership with the Advisor(s) (e.g., fulfillment of product needs as per the financial plan such as bank accounts, overdraft protection, and VISA) • As required, prepare customized assembly of products, packages or information to meet anticipated customer needs prior to the Advisor meeting with the customer; at the request of the advisor, make arrangements for “specialists” to discuss financial solutions to meet customer’s needs, co-ordinate exchange, and collection of customer information if required. • Coordinate transactional needs of customers, as required. • Input client information into Business Class, as appropriate (e.g. straight forward renewals). • Interact with internal and external service providers (e.g., lawyers, CMHC, CMLI) when necessary to ensure process work is completed correctly and within necessary timeframes; be proactive in identifying and resolving any complications that may develop. • Coordinate customer activity information from other delivery channels. • Monitor diary for upcoming maturities/renewals/expiries and advise appropriate Advisor. • Maintain appropriate customer documentation. • Co-ordinate the distribution of information regarding new products, economic, market and tax changes, etc. from contact plan or as requested by customers or the Advisor • Follow-up on personal invitations to customers regarding roadshows, seminars, workshops offered by the market. • Ensure all forms relating to new account openings, deposit, investment, and lending products are fully stocked and available to meet the demand. • Relieve for colleagues, when necessary. • Build and execute a monthly contact plan in partnership with the Advisor to meet portfolio goals (e.g., GIC maturity calls.) • Use gap analysis and file preparation process to support Advisor in identification of potential sales opportunities. • Assist the Advisor by booking client appointments, uncovering sales opportunities, preparing client files using tools required to provide the ideal client experience. • Obtain necessary financial information from client for completion of investment plans, credit applications, reviews and temporary overdraft protection. • Prepare required forms and information packages in conjunction with the Advisor to meet specific customer needs. • Complete/process all documentation required to finalize sales (e.g., follow-up on transactions). • At the request of the Advisor, make arrangements for partners to consult with and provide financial solutions for clients; co-ordinate exchange of customer information if required. • Coordinate processes and paperwork with internal and external service providers (e.g., lawyers, CMHC, Retail Operations) to ensure process work is completed correctly and within necessary timeframes. Identify and resolve any complications that may develop. • Review files to ensure all documentation are complete and accurate. 2. Provide high-quality customer service to High Value customers • Service the financial needs of High Value walk-in clients requests during times when the Advisor is not available (e.g., sales of products and services within established guidelines). • Resolve customer issues, concerns and/or problems promptly or, where necessary refer to appropriate department or colleague. Follow-up to ensure resolution and customer satisfaction. • Respond to customer telephone enquiries. • Ensure client utilization of alternate delivery channels by providing demonstrations of self serve banking alternatives including bank machines, telephone banking and PC banking, adjusting credit limits, adding new accounts, and updating customer information. 3. Operational Risk and Efficiency • Maintain confidentiality of all client information and files at all times. • Confirm employment and personal information from applications for CIBC products or account openings. • Ensure all negotiable and non-negotiable securities, together with loan notes, are handled in accordance with prescribed policy, procedures and guidelines. • Ensure all forms are current to meet client requirements. • Review incoming mail, respond or refer to Advisor as appropriate. • Ensure compliance with all CIBC regulatory training and as required, ensure these programs and policies are applied consistently across the business. The incumbent is personally responsible for compliance with all such regulatory and governance programs. Requirements: Accreditation: - IFIC within 6 months after start date • Working knowledge of a full range of investment and credit products and/or small business products and services, particularly those related to the provision of wealth management products and services or the small business banking industry. • Working knowledge of consumer and small business lending practices and credit analysis. • Basic knowledge of estate handling, and power of attorney, wills and insurance. • Working knowledge of security documentation sufficient to prepare documentation for registration. • Working knowledge of PC software and mainframe applications (e.g., MS Office Suite, COINS, CBFE, CLASS, IPS, and Horizon tools sufficient to enter and access customer information and process customer transactions. • Knowledge and skills for successful calling of clients and communication and collection of accurate information. • Working knowledge of branch routine and operations of various head/regional office departments. • Written and verbal communication skills sufficient to provide clear information to colleagues and clients while conveying messages of varying complexity in a professional manner. • Time management skills sufficient to schedule and complete work within established timeframes, while accommodating changing priorities. • More specialized skills or knowledge as may be required to service the clients of a specific portfolio (e.g. Small Business, Agriculture) CONTACTS: • Regular contact with CIBC High Value clients/potential clients. • Regular contact with the CIBC High Value sales and support staff, as well as Financial Consultants Group (FCG) and Credit Structuring Services Group (CSS) as required. • Regular contact with Retail staff. • Regular contact with other CIBC Partners (e.g., Trust, Creditor Insurance, Securities, CMI, Investment Specialists, TAL, Wood Gundy, Risk Management, Credit Specialists, Retail Operations, Telephone Banking, , Customer Care), and other regional/head office groups. JOB COMPLEXITIES/CHALLENGES: • Maintaining current knowledge of policies, procedures, practices and tools within a dynamic environment of change. • Keeping client information up-to-date. • Maintaining focus to meet high work volumes and tight deadlines with multiple concurrent demands in a busy, open office environment. • Organizing to effectively juggle own workload and priorities, while responding to the shifting priorities of clients and Advisors. • Handling customer needs appropriately when the Advisor is not available. • Meeting concurrent requirements of multiple advisors, Client Service Manager/BM and Risk and Control Officer. | |
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