Mutual Fund Customer Service Specialist

Toronto, ON

Employment Type: Direct Hire Industry: Administrative/Office Support Job Number: 63715

Mutual Fund Customer Service Specialist

Salary up to $60K + 3 Weeks’ Vacation!

Our client, a fast-growing investment company is seeking a dedicated Mutual Fund Customer Service Specialist to join their fast-growing organization. The Mutual Fund Customer Service Specialist will be accountable for responding to incoming queries from customers and maintaining client information on the internal database. The successful candidate will also have the ability to work cohesively with team members and possess excellent communication skills. If you are an individual who excels in customer service and wants to work for an organization that promotes growth and development, this role may be for you!


  • Successfully answer customer queries via web chat, email, telephone and post to customer’s satisfaction.
  • Follow up with clients on missing documentation and information and interacting with clients on various other sales inquiries.
  • Maintain client related information on our CRM (Salesforce) and support ticket technology to ensure up to date records.
  • Respond to customer inquiries related to our services and general information in a timely manner.
  • Ensure all contacts follow our internal controls and compliance checks applied where necessary.
  • Manage own workload within a demanding environment and ensure your allocated workflow items are administered within Service Level Agreements and Key Performance Indicators are attained.
  • Collaborate as a team with colleagues and other departments to ensure best outcomes in a prompt manner.
  • Attend regular training sessions with regular assessments and discussion relating to service levels delivered and quality of outputs.
  • Continually seek opportunities to improve our processes in order to improve the customer experience.
  • Other Tasks; undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the company.
  • Successfully work well on your own but also enjoy being part of a driven and dynamic team.
  • Assist management in creating new scripts, Quick Reference Guides, and Question-Answer documents.



  • 3+ years of experience in a similar support role.
  • Knowledge of the mutual fund industry.
  • Experience working with managing service escalations and quality assurance programs.
  • Passionate about customer service and helping others.
  • Excellent communication skills.
  • Strong administrative and organizational skills.
  • Experience with Windows, MS Office, (SalesForce is a major asset).
  • Must be an adaptable team player who thrives in a fast-paced work environment.
  • Ability to remain calm under pressure and in conflict situations and continue to make excellent judgement.
  • Ability to prioritize workloads to meet deadlines and demand.
  • Ability to evaluate information from customers and implement the appropriate approach to problem resolution.
  • Customer Service, Contact Centre or Financial Services recognized qualifications welcome.
  • IFIC certification or CSC is a must.


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