Customer Service Experience Representative

Description

Aviso Wealth:

At Aviso Wealth, we are dedicated to improving the financial well-being of Canadians. As a leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso’ culture sets us apart. If you are looking for interesting and challenging work, at a company committed to its people, find out more about what Aviso Wealth has to offer at www.aviso.ca

The Opportunity:

We’re looking for an incredible Customer Service Experience Representative to join our Contact Centre team.

Our office is located at 1111 West Georgia Street, Vancouver, on the corner of West Georgia and Thurlow St which is a quick walk from the Sky Train. This is a hybrid role.

We hire people who love to help others, who understand what drives others, people who are kind, curious and comfortable operating in ambiguity. We hire people who truly believe that service can and should be easy for employees and customers alike. We are looking for people who can always find positives, even in the most difficult times. This is not an easy role, but you will be supported, and it is rewarding. We are not a normal call centre and have high respect for our team.

Customers and financial advisors call us for questions, help and support for our products. Reporting to the Supervisor, Service Center, the Customer Service Experience Representative is responsible for ensuring our customers receive exceptional service from knowledgeable, passionate people. People who are hardworking and sincerely interested in helping customers are who we are. If this sounds like you, please read on.

We are in the middle of an exciting transformation that will power businesses to empower investors. We want to ensure all Canadians can attain their financial goals, wherever they are in their journey. Whether that means securing their retirement, building financial security or just starting out on their journey and helping to break down the walls that can seem mysterious and intimidating. Wherever they are, we know that we can help them by helping the businesses they use. Our goals are nothing short of being the best service experience in the world.

Who you are:

• 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. Because at Aviso, that is what we believe. Customer experience is what we are all about. If you feel the same way, please apply!
• 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
• 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

What your day looks like:

This job description can be summed up in a few simple bullets:

• You answer those calls, chats, and emails, and make them happy by fixing their problems
• Customers (Credit Union partners and clients) call, online chat, and email us about our products
• Follow up whenever needed and before our customers have to

Requirements

Your experience and skills:

• If you have any experience in a digital company you are really 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 it was in an inbound contact centre and/or a retail store, then you are still on track
• If it was for a company that you can say really cared about customers and was known for that, even better
• We use computers and other technology to do our jobs. You are technically savvy
• 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
• Being able to adapt to change is important as our hours can change, and so can your schedule
• 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

Industry and Education

• 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

Why Aviso Wealth?

At Aviso Wealth, you will find a dynamic and inclusive culture that rewards innovation and celebrates success.

Here are a few things that set us apart:

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

Equal Employment Opportunity

Aviso Wealth welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

No recruiters or agencies, please.

Company Overview:

Aviso Wealth powers businesses that empower investors. We are a national, integrated financial services company, with approximately $110 billion in assets under administration and management. Aviso Wealth is owned by Credit Union Centrals, Co-operators / CUMIS and Desjardins. Our mutual funds dealer, securities brokerage, and insurance dealer support thousands of financial advisors at credit unions across Canada. Our award-winning online brokerage, Qtrade Direct Investing, and our digital advice platform, Qtrade Guided Portfolios, give Canadians flexible choices for building their wealth. Our asset manager, NEI Investments, offers a comprehensive lineup of responsible investment funds and portfolios, which are available through a national network of advisors. Aviso Wealth also provides custodial services and introducing broker services to independent financial organizations, including banks, trust companies, insurance companies, investment dealers, portfolio managers and financial planning firms. We have operations in Toronto, Vancouver, and Montreal with a regional office in Winnipeg. More information about Aviso Wealth is available at www.aviso.ca.

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