Individual Wealth Administrator - Bilingual (English/French)

Overview

This role involves administering new business and in-force transactions for Non-Registered, Registered Retirement Savings Plans, Tax-Free Savings Accounts, and First Home Savings Accounts. You will serve as the initial intake point (indexing) and handle emails and inbound calls to the Client Care Centre.

Responsibilities

• Administer and follow processes for products including segregated funds, GIAs, and legacy products with different procedures across two main systems for Non-Registered, Registered Retirement Savings Plans, Tax-Free Savings Accounts and First Home Savings Accounts
• Issue new policies and process changes including rollovers, switches, additional deposits, beneficiary changes, title changes, surrenders, and other transactions on new or existing client policies
• Assess, process, and complete administrative service requests from internal and external clients related to Individual Wealth products
• Provide client relationship management and servicing for advisors, MGAs, policyholders, and/or wholesaler teams through written and verbal channels (inbound and outbound email, phone, mail, fax), including follow-up on pending requests
• Deliver excellent customer service to internal and external clients using plain language, maintaining a spirit of partnership
• Reconcile simple accounts by verifying ledger entries; investigate discrepancies and make basic corrections
• Accurately handle requests within same day or otherwise specified service standard times
• Participate in Gatekeeper rotation accountabilities, including but not limited to handling the Gatekeeper queue, indexing/printing items into OnBase, preparing journal entries, investigating and identifying incoming work received, and handling mail
• Participate in project work ranging from annual administrative projects (e.g., Verification of Annuity, Tax Free Savings Account discrepancy review, FATCA/CRS review) to key projects supporting Individual Wealth department goals and objectives
• Analyze current procedures and identify/recommend procedural improvements, providing feedback and updates to ensure processes remain current
• Participate in ongoing training and cross-training to become proficient across all aspects of the role
• Perform and record Root Cause Analysis (RCA) for errors found in quality audits
• Adhere to daily entry of overtime and out-of-productivity measures

Requirements

• Fluency in both French and English is required for this position, including the ability to speak, read, and write proficiently in both languages
• Passion for delivering excellent client service
• Commitment to detail and accuracy
• Ability to prioritize and organize effectively to meet deadlines
• Excellent verbal/written communication and interpersonal skills
• Strong analytical and problem-solving skills
• Prior experience or knowledge in Individual Wealth industry areas, including Market Disruption, Market Timing, Frequent Trading and late Trading policy and procedures as it extends to same day processing, industry products, regulatory requirements and/or taxation, compliance requirements for thorough transaction handling on all non-registered products, anti-money laundering legislation, FATCA/CRS, politically exposed persons, etc.
• Strong PC skills; intermediate Excel skills
• University degree, College Diploma in Business, or equivalent work experience
• Must be comfortable to work overtime during peak times
• Must be comfortable making outbound calls and receiving inbound calls

Preferred Qualifications

• Fluency in both French and English is an asset for this position (ability to speak, read, and write proficiently in both languages)

Compensation & Benefits

• Incentive pay
• Annual salary reviews
• Employer-paid benefits and pension matching
• Competitive vacation plus one paid volunteer day each year

Work Arrangement

• Work from a home office 100% of the time
• You may be required to be in-person at an office in Waterloo, ON or another assigned location within the Waterloo Region on an as-needed basis
• Sales related roles may be required to travel based on assignment

Additional Information

• Reports to: Supervisor, Individual Wealth Operations
• Department: Individual Wealth
• Term: Permanent Full-Time
• Schedule: Availability between 9:00AM ET and 6:00PM ET
• Location: British Columbia
• Start Date: December 2026
• Background screening: Candidates selected to move forward in the recruitment process will be required to complete a background screening in accordance with company policy
• AI tools: AI tools may be used to support administrative and productivity tasks throughout the recruitment process; meaningful human interaction will be part of evaluating experience, skills, and talent potential