Customer Success jobs in Vancouver, BC

Salary Range: $70,000 - $75,000

Who we are:

Canaccord Genuity (CG) is a leading independent full-service financial services firm, with operations in two principal segments of the securities industry: wealth management and capital markets. CG is driven by an unwavering commitment to build lasting client relationships – we achieve this by generating value for our individual, institutional, and corporate clients through comprehensive wealth management solutions and investment banking services. We are a leading independent wealth management firm in Canada, and the leading mid-market provider of investment banking advisory, equity research, sales and trading services for corporations and institutions.

We pride ourselves on understanding our clients’ needs and finding innovative, bespoke solutions. Our entrepreneurial and friendly team will challenge you to learn and grow every day. We value great work and collaboration and strive to eliminate bureaucratic thinking. We’re looking for talented people who thrive in a fast-paced environment and want to have an impact with innovative ideas and best practices.

Come be a part of our Canadian success story and help deliver superior experiences for our clients. At CG, we recognize that diversity across our business strengthens our client relationships and enables more innovative solutions. We strongly encourage applications from all qualified individuals regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. CG provides an accessible candidate experience. If you need any accommodations throughout the interview process and beyond, please let us know.

Pinnacle Correspondent Services (Pinnacle), a division of Canaccord Genuity Corp. (Canaccord Genuity), is looking for a dedicated and solution-oriented individual to provide premier customer service to our clients. The business hours for this role are 6:30 am – 2:30 pm PST.

Responsibilities:

• Supervise day-to-day workflow between Pinnacle clients and Canaccord Operations
• Receive and respond to day-to-day inquiries/requests from clients, internal partners, and manage or escalate client issues accordingly.
• Ensure action items are completed in a timely manner, and follow timeframes outlined in client Service Level Agreements.
• Act as a subject matter expert, understanding the various integration points and key business processes of assigned Pinnacle clients.
• Coordinate processes around calendar and fiscal year-end deadlines for Pinnacle clients.
• Prepare monthly, quarterly and annual reports as required.
• Assist with processing money movements, securities transactions, reconciliation and correcting transactions for client accounts.
• Provide assistance to clients in completing Canaccord Genuity documentation and account opening.
• Prepare and administer monthly invoices for clients.
• Organize, chair, document and follow up monthly service review calls with clients.
• Create documentation in support of Pinnacle clients (policies, procedures, Service Level Agreements, manuals, training materials, and presentations).
• Participate in ongoing reviews and improvement of Pinnacle client procedures, working with internal partners across the front and back office.
• Notify clients of upcoming development items and procedural changes; conduct systems testing; prepare and deliver training programs for clients as new initiatives are released.
• Administer Pinnacle website and portal content.
• Perform additional responsibilities and project related tasks as required.

Skills & Qualifications:

• 3 years of customer service experience, preferably in the financial services industry; or equivalent securities brokerage experience, preferably in a correspondent environment.
• Exceptional customer service and communication skills, complemented by strong interpersonal and relationship building skills.
• Good general knowledge of US and Canadian Broker/Dealer operations:
  • CIRO and provincial regulatory frameworks
  • CDS/DTCC/CDCC/OCC trade clearing and settlement
  • Treasury operations & CRA/IRS reporting
  • OMS systems, order flow, ticketing and general trade support
  • KYC, documentation and account transfers
• Completion of the Canadian Securities Course (CSC) and other financial services industry courses is an asset.
• Superior analytical, problem solving and organizational skills with excellent attention to detail.
• Ability to work under high pressure & meet strict deadlines in a busy & fast-paced environment.
• Ability to demonstrate flexibility and deal with simultaneous priorities, pressures and deadlines.
• Proactive, with excellent teamwork skills complemented by the ability to work independently.
• Ability to ask constructive questions and have a sense of curiosity to address new issues.
• Excellent business writing skills - strong writing and proofreading; editorial and technical writing experience is an asset.
• Advanced proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Dataphile application experience is an asset.

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All applications will be held in strict confidence.

In order to be considered for employment, candidates selected for interviews will be required to show proof of citizenship, permanent residence or eligibility to work in Canada with no restrictions.

Protecting your online safety:

Canaccord Genuity and its affiliates do not use text messages for recruitment purposes. If you have received a text message claiming to be from CG or an authorized representative regarding job recruitment, please treat as fraudulent and do not respond.

We wish to thank all candidates for their interest but only those applicants selected for an interview will be contacted. No phone calls please. Thank you for your understanding.