Senior Service Specialist

We are seeking a highly motivated and experienced Senior Service Specialist to support the evolving needs of the Canada Service team through integration and ongoing servicing. This role offers a unique opportunity to help shape a newly established service model, while providing exceptional support to internal and external clients.

The successful candidate will act as a key resource for the team by managing complex inquiries, supporting the continued development of processes, and helping to build operational knowledge within the service team. In addition to servicing client and advisor inquiries, this individual will serve as a mentor and coach to team members, provide guidance on escalated situations, and contribute to process improvements as the new function evolves.

This position is ideal for an experienced individual who demonstrates strong problem-solving abilities, thrives in a changing environment, and is interested in taking on increased leadership responsibilities.

Key Responsibilities Include:

• Answer routine and non-routine incoming calls and/or written requests from branches, drawing on multiple information sources and past experience in order to provide a professional level of service. Associate will not provide recommendations on the suitability of investments as it pertains to clients.
• Maintain performance standards and expectations, while increasing contribution to department initiatives.
• A Senior Service Specialist may be responsible for meeting leadership, work direction, training or other management responsibilities at the direction of or in the absence of the team leader.
• Acts as a mentor/coach with all associates, especially new ones.
• Identify opportunities for improvements or enhancements within the team/department. Act as a stakeholder while working collaboratively with other areas of the firm.
• Expected to support Branch and Order Service teams as needed
• Get trained on all call types including any new projects
• Education/Certification Completion of Post- secondary education is preferred.
• Canadian Securities Course (CSC) highly recommended.
• A minimum of 5 years of experience working in the financial services industry or Edward Jones is required.
• Excellent verbal/written communication skills
• Must be able to successfully support callers and peers with complex solutions while providing extraordinary service, clearly communicate regulatory requirement/ financial tax processes, and have the confidence to get the job successfully completed.Ability to respond to written correspondence in a clear and pleasant manner using correct grammar, spelling and format.
• Positioned for success during change and enhancements
• Understands and can delegate workflow and is developing leadership skills.
• Must be able to multi-task and follow-up appropriately to take issues to resolution
• Must be able to work in a fast paced, team oriented environment and quickly learn and apply new information
• High proficiency in procedures and systems used by the department(s) with whom Service has a dependency is required
• Superior level of knowledge within the team with the areas we support.
• Strong computer skills are required. The position requires knowledge of applicable Edward Jones systems and external industry software.
• Must be able to identify, analyze and resolve complex or escalated branch issues. Demonstrates the ability to use appropriate resources and processes to solve issues.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.