Client Care Representative : Intermediate Funds

Purpose of the Role

• Exits on fund plans.

Output/Core Tasks:

• Process fund exit and related correspondence requests received via various channels.
• Focus mainly on the following events (Primary events) 
• Fund maturities and retirements (full proceeds)
• Fund terminations
• Request Fund quotes
• Process requests within the appropriate SLA’s and LAD.
• Servicing of client’s policy needs and requirements.
• Immediate resolution of service requests in a quality manner to ensure client satisfaction.
• Communicates completion of cases to clients/funds/management by telephone or in writing.
• Handles requests for urgent call backs to clients when required.
• Communicates completion of cases to clients/management by telephone and/or in writing

• Client Service orientation
• Decision making and problem-solving skills
• Interpretation and reasoning skills
• Analytical abilities
• Interpersonal sensitivity
• Ability to work under pressure
• Good communication skills in English 

Overview of Behavioural Competencies (Levels 1-8)

Communicates Effectively - Level 2 - Developing

• For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

Customer Focus - Level 2 - Developing

• For example, probes deeply into customer needs to identify less obvious interests or expectations. Consistently goes above and beyond to understand customer requirements and surpass their expectations.

Decision Quality - Level 2 - Developing

• For example, swiftly internalizes coaching on routine issues; handles issues confidently after instruction. Leverages rules and procedures to speed up decision making. Confidently and quickly draws on others' expertise.

Ensures Accountability - Level 2 - Developing

• For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.

Instills Trust - Level 2 - Developing

• For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honoring commitments and by being open and honest at work.

Interpersonal Savvy - Level 2 - Developing

• For example, grasps others' more obvious social cues and responds appropriately; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.