Centralized Support Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver experienced administrative assistance to Advisory practices facing temporary staffing shortages.

• Support designated practices for specified durations, typically ranging from two to six months.

• Learn and adapt to each practice’s routines, book structures, priorities, and service expectations.

• Engage in onboarding and define responsibilities, turnaround expectations, escalation channels, and assignment boundaries.

• Schedule prospect and client meetings while preparing associated meeting packages.

• Coordinate marketing initiatives, including websites, social media, client recognition, and client events.

• Organize and prepare client portfolio review sessions for Investment Advisors.

• Follow up on client inquiries, account maintenance, new account setups, transfers, and fund remittances.

• Address and escalate client complaints as necessary.

• Manage daily client requests related to fund transfers, technology issues, account openings, and updates.

• Generate reports and documentation for Investment Advisors and clients.

• Maintain client databases and files effectively.

• Monitor incoming and outgoing assets and inform Investment Advisors of necessary portfolio rebalancing activities.

• Process client-file and regulatory paperwork.

• Oversee periodic re-documentation of client accounts.

• Mentor and coach new or junior members of the Centralized Support team.

• Assist team members with inquiries and escalations related to policies, procedures, and processing.

• Foster client rapport and encourage positive client experiences and long-lasting relationships.

• Aid in managing and expanding a client portfolio.

• Support Investment Advisors with individual client investment needs, sales, and services.

• Collaborate with BMO partners to deliver the intended customer experience.

• Adhere to risk, compliance, privacy, regulatory, legal, and ethical standards.

• Analyze issues, determine subsequent steps, and manage complex or escalated tasks.

• Follow standardized workflows while adjusting to practice needs and evolving priorities.

• Operate within a shared national capacity pool while maintaining accurate workload, volume, turnaround, error, capacity, deadline, and risk information.

• Provide a structured handover at the conclusion of engagements.

• Participate in training and knowledge-sharing initiatives and identify areas for service improvement.

⛳️ Requirements

• Generally, 3–5 years of relevant experience with Nesbitt Burns preferred, and/or certification in a related field of study, or an equivalent combination of education and experience.

• Advanced understanding of investment processes and procedures.

• Comprehensive knowledge of administrative processes and procedures as outlined in the Sales Administration Manual.

• In-depth knowledge of proprietary products and services.

• Familiarity with compliance practices and regulations.

• Understanding of financial and retirement planning.

• Strong skills in organization, prioritization, problem-solving, communication, and relationship-building.

• Ability to quickly learn, work independently in a virtual environment, and adapt across various assignments.

• Specialized knowledge is preferred.

• CIRO IR licensing is not mandatory, but considered advantageous.

• Proficiency in both French and English.

• Strong verbal and written communication abilities.

• Excellent organizational skills.

• Good collaboration and teamwork abilities.

• Knowledge of insurance and group products is an asset.

• Familiarity with Trust and Estate services is considered a plus.

🏝️ Benefits

• Commission structure.

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Comprehensive training and coaching.

• Manager support and opportunities for network building.

• Accommodations available upon request during the selection process.