Bilingual Customer Account Representative

Excellent verbal and written communication skills in both French and English
Understanding of the Canadian securities industry, stocks and trading.
Basic understanding of the stock market.
Familiarity with trading securities and understanding of the terminology used in trading/ trade processing
Strong analytical and problem-solving skills
Excellent customer service skills
Technologically savvy, smart, sharp, willing to learn and grow.
Self-motivated, attentive listener, passionate about customer success
Microsoft Office Skills – Word, Excel, PowerPoint

Responsible for working with internal teams and clients to ensure customer satisfaction
Conduct regular meetings with clients to review KPIs and Service Levels
Focal point for delivery of SIS services and SIS daily/monthly/year-end processing
Second level problem resolution at the application level and technical/operations level
Focal point to provide your client with updates for major incidents
Client Relationship Management – managing Client expectations and satisfaction
Client focal point for problem management, change management and client requests for services
Build and maintain strong client relationships
Find creative ways to improve processes/communication
Promotes the organization’s capabilities to clients, identifies sales opportunities to be forwarded to the account managers
Availability after-hours/weekends for major incidents and project implementations
Management and reporting of SIS contracted Service Level Agreements
Work efficiently in a multi-tasking environment where high attention to detail is required