Estates Specialist, Operations

Job Summary

The Estates Specialist is a proactive self-starter, and subject matter expert on team policies, procedures, service standards, and task prioritization. A quality communicator who effectively translates complex information into readily understood guidance. Providing personalized support when addressing client inquiries and mentoring, training, or collaborating with internal teams.

As experienced team members, Specialists remain adaptive to changing priorities, actively contribute to completion of daily tasks and assist Team Leads with developing improvement opportunities for continued team success.

Duties and Responsibilities

• Uphold the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates. 
• Remain up to date on all Olympia products, services, legislative requirements.
• Ensure the efficiency of business processes, policies, and procedures.
• Meet or exceed team service standards.
• Provide personalized client experience.
• Handle inquiries from clients and third-party business partners.
• Ensure efficiency of team tasks by developing solutions and implementing improvements.
• Act as a Subject Matter Expert in specified area.
• Mentor team members by providing ongoing training and support.
• Submit IAS division training recommendations to Team Lead/Manager based on observations and team needs.
• Actively participate in projects and team meetings
• Collaborate with team on complex files and transactions.
• Address minor escalations when required.
• Assist in maintaining consistency amongst the teams to ensure service standards are upheld to reduce risk or liability for the Company.
• Own execution of day-to-day operational activities to maintain effective and efficient customer service
• Flexible to perform various assigned tasks as requested by management and executives. 

Competencies

• Connection - We build long-term relationships by collaborating with our clients and industry participants.
• Accountability - We are a trusted business partner operating with transparency and integrity.
• Innovation - We leverage technology to continuously improve how we serve our customers.
• Confident in making optimal decisions with sound independent judgement.
• Strong attention to details, results oriented, with ability to problem solve complex transactions.
• Excellent organization and time management skills.
• Ability to independently prioritize daily tasks.
• Has good judgement based on listening skills, observation abilities, and analytical thinking.
• Must have excellent written and verbal communication.
• Demonstrates flexibility and resilience in response to constraints, failures, and adversity.
• Meets quality assurance and performance standards.
• Displays and fosters integrity and honesty through the promotion of mutual trust and respect by treating others fairly and ethically.
• Must have the ability to maintain professionalism in all situations.

Formal Education and Experience

• High school Diploma is required. 
• Finance services experience or related field of study is an asset. 
• 2-3 Years Financial or investment industry experience is preferred. 
• 3-5 years administrative experience is an asset. 

Specialized Skills or Knowledge

• Requires a thorough understanding of the Anti‐Money Laundering (AML) policies and procedures. 
• Intermediate level with Adobe, Outlook, SharePoint, other Microsoft Office products and internet applications. 
• Thorough understanding of how the Investment Account Services Division operates. 
• Bilingual in French and English communication both written and spoken is an asset. 
• Successful completion of a Criminal Background check is required.

With us, It’s Personal