Client Services Professional

Reporting to the Client Services Manager, the individual would be responsible for acting as liaison between the Client Company and Computershare for all administrative issues.  In addition, assists clients with service requests either directly or as instructed by the Client Relationship Manager (CRM) or Client Services Manager (CSM).

Major Responsibilities:

Adhere to established service level agreements and key deliverables.

Ensure the timely receipt of payroll data and funds for client company payroll investments.

Interacts with several internal groups to ensure accurate and timely posting of transactions (i.e.; purchases, withdrawals, dividends, adjustments, etc) to participant accounts.

Resolution of Plan Sponsor or Participant inquiries generated through phone calls and e-mails according to established timeframes.

Escalate all Plan Sponsor or Participants complaints and/or issues to CSM for Tier I, II, and III clients.

Timely generation of company reports and statements as specified within service level agreements (i.e. Activity, Forfeiture and Vesting reports, etc.).

Coordination of VIF/ Proxy mailings for all Plan Sponsors.

Reconcile tax reports on a quarterly basis, ensuring deadlines are met.

Invoice/billing preparation and review with CSM or CRM and tracking of ancillary billing items monthly.

Notifies Client of past due accounts and ensures that Receivables are paid in less than 60 days.

Participate in the roll out to clients of new product offerings – assist CRM or CSM with information gathering, attend client presentations if required.

Monitoring and assisting of corporate actions and the coordination of systems support for these special events.

Plan profile information to be kept current in COSMOS Company.

Participate on conference calls to establish new business and review current client deliverables.

Utilize macros in order to process/change a large amount of information in SCRIP.

Process ad hoc reports and adjustments requests from Plan Sponsors, ensuring client is advised up front of additional costs and client approval is obtained.

Apprise the client in a timely manner of any change in Computershare’s processes which may impact the participants.

Skills and Experience Required:

Post-secondary courses are preferred in Finance. 

Canadian Securities Course would be an asset.

Experience working with macros is preferred.

Strong communication skills in French and English verbal and written required

Minimum 2 years of administrative experience in,

securities industry (asset)

plans administration industry (asset)

Intermediate  level experience (or training) on PC applications, such as word processing, Excel, database management software, email, and in-house systems

Sets priorities for work based on workloads, deadlines, etc.

Determines what issues must be escalated to the manager.

Ability to apply common sense understanding to carry out instructions furnished in written or oral form.

Ability to deal with problems involving several concrete variables in standardized situations.

Must be able to identify potential problems and find a solution that removes the risk from Computershare and is also acceptable to the client.

Results of a decision, action or advice would have major consequences that could affect the client relationship.

Incumbent may occasionallybe required toattend meetings off-site at client’s premises.

At Computershare, our brand promises are: Certainty, Ingenuity and Advantage.

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