Please note, the start date for this position is August 21, 2015. **
Job Description
Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of investment strategies and vehicles to our clients around the world. Operating in more than 20 countries, the firm is listed on the New York Stock Exchange under the symbol IVZ.
Job Purpose (Job Summary):
Under general supervision, responsible for working with internal customers, financial intermediaries and shareholders, on the phone and in writing, to fully meet and exceed their needs. Utilizes computer system to access account information, reference materials and the letter writing function. Monitors the quality and timeliness of service delivery to customers in order to guarantee customer satisfaction. This can include handling, opening, sorting, and identifying customer correspondence, processing requests for account research from internal clients, and processing investment checks.
Key Responsibilities / Duties:
Applies standard procedural solutions and utilizes internal resources to address client needs and ensure timeliness and accuracy of work.
Evaluates problems and situations to determine importance and urgency. Conducts research and processes adjustments when necessary independently or with other departments to the mutual satisfaction of the client and Invesco.
Fully documents and forwards complaint items for permanent filing.
Monitors the quality and timeliness of service delivery to customers in order to guarantee customer satisfaction by accepting full accountability for an item until resolved.
Performs detailed evaluation of inquiries and rejected transactions, takes appropriate action for each item and monitors quality and timeliness of resolution so that it meets our standards.
Places outbound calls as needed to obtain information and provide solutions to the client, appropriately documents the phone call.
Records comments on items with regards to research, newly obtained information or phone calls.
Responds in a professional, timely and empathetic manner to both telephone and written inquiries from internal and external clients.
Stays current with all products, fund changes, fraud warnings, and all other policy and procedure changes that could affect one’s ability to produce quality work.
Utilizes computer applications to access account information and reference materials. Enters financial and non-financial transactions and verifies completeness and accuracy of work.
Performs other duties as assigned.
Work Experience / Knowledge:
Financial services experience a plus.
Work experience in customer service environment preferred.
Skills / Other Personal Attributes Required:
Strong communication skills.
Ability to make quick decisions, establish priorities and concentrate on detailed information sometimes under stressful conditions.
Strong reasoning skills and an aptitude for problem solving.
Ability to cooperate in a team environment.
Proficiency with keyboarding and computer fundamentals in a Windows environment.
Basic mathematical skills necessary.
Formal Education: (minimum requirement to perform job duties)
High School Diploma required.
Bachelor’s degree preferred, but not required.
License/Registration/Certification: (minimum requirement to perform job duties)
N/A
Working Conditions:
Normal office environment with little exposure to excessive noise, dust, or temperatures.
The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.
Normally works a regular schedule of hours, however hour may very depending upon the project or assignment.
Hours may include evenings, weekends or overtime.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.
Apply directly online here:
https://invesco.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=15771