Investment Associate null

Working Arrangement

Hybrid

Job Description

This role is primarily accountable for routine processing and communications for client requests for one or more product lines OR multiple transaction categories. Progress will be made towards full proficiency and sound business knowledge regarding all routine transaction types within these product lines OR multiple transaction categories. 
Dedication to maintaining the outlined service levels and quality and productivity standards is required and will be used to measure success.

This role is responsible for various tasks and reports related to daily processing service, including but not limited to:

• Policy Maintenance (account setup, account changes, financial transactions money in/out, Transfers)
• Administration of centralized reports and bulk settlements 
• Writes templated responses to advisors/clients regarding general inquiries, new accounts, account maintenance etc.
• Daily end of day balances
• At this level team members are familiar in industry & business requirements including but not limited to AML, OLT, anti-money laundering, etc.

Key responsibilities 

• Accurately research and administer common/routine and some complex In-Good-Order financial and non-financial client requests at initial point of contact utilizing multiple administrative systems within the defined service standards
• Identify and solve most basic and some complex problems based on an understanding of the customer needs, using investigation and established guidelines; while recognizing the need to redirect complex problems.
• Take a proactive role in identifying, reporting and escalating \ areas of continuing client concern (trends) to the right department.
• Prioritizes daily work to accommodate fluctuating and planned work.
• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service. 
• Keep current with company policies, procedures and maintain processing knowledge.
• Expectation of measures around accuracy and service excellence are met
• Such other duties and functions as assigned by Operations Management

Educational Background

At least 4 years in college  / College Graduate of Business or Finance related course. ***Undergraduate is also welcome to apply for as long as they have related work experience

Work Experience

Preferred but not required: 0 – 1 yr Related experience in processing Investments Administration relating to the necessary products (Investments, Mutual Funds, and other financial products) 

Functional Competencies 

• Excellent Math skills 
• Excellent Phone skills to speak directly with Customers and Advisors (English)
• P/C Microsoft
• Prior experience with AWD, Ifast, Pplus , SYSI and APV Main frame is an asset

Core Competencies

• Customer service focus and skills with the ability to build positive relationships between customer/company, and represent Manulife’s best interests.
• Commitment to achieving high levels of service excellence and ability to work independently or within a team and with minimal direction
• Good communications skills (verbal and written) in English
• Problem solving skills assuming responsibility and  taking ownership until resolution
• Basic knowledge of business policies, procedures and concepts
• Organizational/prioritization skills to be able to work in fast paced environment
• Willing to work the night shift and render overtime or weekend as needed
• Attention to detail and demonstrates the initiative to improve