Customer Service Intermediate Analyst

Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards

Provide coaching and support to team and serve a point of contact for escalations

Develop and maintain client portfolio through regular calls and face to face interaction, as needed

Inform clients about problems (system failures, market issues) and provide regular resolution updates

Advise on and advocate the implementation of process improvement and reengineering to improve client experience

Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

Escalate customer feedback, processing delays and errors appropriately

Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary

Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment

Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives

Assess risk in business decisions, drive compliance with applicable laws, rules and regulations, adhere to policy, apply sound ethical judgment, and elevate, manage and report control issues transparently

Requirements 2-5 years of customer experience

Relevant experience (business/financial environment) preferred

Demonstrated project management and organizational skills to prioritize multiple tasks

Proven self-reliance and accountability and ability to manage risk

Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

Proven investigative and analytical skills

Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Bilingual (English/French) language proficiency is required

Candidates must be fluent in spoken and written French

Bachelor's degree/University degree or equivalent experience

Core Competencies Demonstrates strong client management capabilities, with a focus on delivering high-quality customer service and building relationships. Proficient in project management, risk assessment, and compliance within a business or financial environment.

Highest-signal resume keywords Client Relationship Management

Project Management

Analytical Skills

Bilingual Proficiency (English/French)

Risk Management

ATS Optimization Keywords Hard Skills Customer Experience

Process Improvement

Data Analysis

Audit Preparation

Reporting

Capacity Planning

Soft Skills Clear Communication

Influencing Stakeholders

Self-Reliance

Accountability

Organizational Skills

Industry Keywords Business Environment

Financial Environment

Regulatory Requirements

Control Environment

Ethical Judgment

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