Fund Administration Specialist

Fund Administration Specialist

Employment Type:

Non-Permanent

Department:
Full Services Operations (820)

Location:

30 Adelaide St, East, Toronto, Ontario, M5C 3G9, Canada

The incumbent’s primary focus is to strive toward effective delivery commitments to our clients. The main objective of this role is to develop a positive client experience by understanding and responding to our clients’ enquiries professionally and accurately. As the primary point of contact with our clients, the Fund Administration Specialist must provide exemplary customer service and recognize opportunities to proactively position IFDS services to meet and exceed our clients’ needs.

• Actively and effectively manage the day‑to‑day customer service delivery model for assigned clients.
• Focus on building and fostering positive client relationships in relation to our service level agreements.
• Liaise with client contacts and internal teams to facilitate client service requirements.
• Execute all domestic trade instructions from standard to complex (high dollar) transactions.
• Possess the ability to execute all steps of the processing lifecycle, comprising work types from medium to high complexity.
• Manage multiple client inbound/outbound calls and emails, providing resolutions to brokers pertaining to account and fund information. Issue resolution trade details and review/sign-off reports.
• Participate in special projects as assigned.

• Work with management and clients to enhance or improve reporting needs as required.
• Provide regular reporting on key service performance and quality metrics.
• Analyze data to ensure quality and accuracy of trades.
• Identify issues that may require additional resources or subject‑matter expertise and escalate accordingly.
• Take ownership of specific requests/issues to ensure end‑to‑end support is followed.
• Monitor queues to ensure timely resolution of requests, meeting SLAs and maintaining good order.
• Make recommendations to enhance and support the needs of the business.

• Minimum 3 years’ experience in the financial services back office.
• Experience and/or knowledge of RESP is preferred but not mandatory.
• Post-secondary education in a related discipline.
• Previous experience in a service‑oriented environment; strong client focus.
• Excellent interpersonal skills.
• Solid written and verbal communication skills.
• Ability to communicate complex business and technical concepts plainly and simply.
• Very strong ability to organize and prioritize work; manage multiple and changing priorities within specified time frames.
• Ability to coordinate and operate under occasionally stressful situations to resolve the client’s issues.
• Team player, able to work in a team environment with shared goals and accountabilities.
• Highly analytical with a high degree of attention to detail to ensure 100% accuracy on all transactions.
• Strong research, information gathering, analytical, and problem‑solving skills – takes a logical approach to analyzing problems, systematically researches information, and explores alternatives to solve problems.
• Understands the business impact of escalated incidents and service requests.
• Ability to act quickly and decisively when resolving client issues.
• Positive impact – performs in a manner that makes a strong positive impression on others; high energy level, a problem‑solving approach, and the ability to act with a sense of urgency when the situation demands it.
• Willingness to work in an environment with flexible schedules driven by client commitments and high volumes.
• Relationship builder – constructs, maintains, and nourishes relationships with all stakeholders.
• Knowledge of the mutual fund processing and the administrative back‑office.
• Proactive in acquiring information to develop new skills to improve job performance; grasps new material quickly and applies new information, concepts, and procedures constructively.
• Demonstrates process improvement capability.

IFDS Canada encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodation needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.

Pay Range (CAD $): 54,000 - 68,000