Service and Sales Specialist

About the role

The Oaken Service and Sales Specialist will lead the customer experience by providing service to Oaken customers. This role develops and maintains strong relationships with customers through telephone, email, and scheduled visits, attends conferences and local community events, and responds to all inquiries. It also identifies potential sales opportunities, acquires, and retains customers.

• Customer Focus & Service Excellence (50%)
  • Ensure optimum servicing to Oaken clients by promptly and accurately responding to customer inquiries on complex multiple problems through every servicing channel (in person, telephone, email, scheduled visits, etc.)
  • Adherence to SLAs for all quality monitoring
• Sales Performance and Revenue Generation (40%)
  • Identify and act upon cross‑selling opportunities with particular attention on business retention and revenue generation
  • Proactively solicit and identify sales opportunities, provide recommendations focusing on features/benefits that match client needs
  • Research and identify sources for potential new customers
  • Assist clients in completing applications for Oaken Financial deposit products accordingly
  • Book appointments with clients
  • Build and maintain relationships with clients through quickly establishing a rapport and develop an overall understanding of their investment preferences
  • Solicit and monitor customer feedback, identify gaps, provide recommendations for timely solutions to enhance the overall customer experience
• Risk Management and/or Compliance (10%)
  • Ensure all policies and procedures (i.e., privacy protection, AML) are followed when servicing clients and performing account maintenance
  • Perform financial adjustments and non‑financial maintenance when necessary to ensure that customer and business expectations are met
  • Complete investment application with clients and ensure that all AML and compliance requirements are met
  • Adhere to all policies and procedures, legal and ethical requirements and regulations, and established risk guidelines

• Post‑secondary degree or diploma, preferably in business management, finance, or related field (university an asset)
• Additional relevant accreditation(s), certification(s) are assets
• 3 years of customer service experience
• Solid knowledge of investment products
• Solution‑focused leader who takes initiative ensuring self and team work effectively within established guidelines
• Strong organizational, time‑management and analysis skills
• Able to multi‑task and flourish in a fast‑paced, deadline‑driven work environment
• Excellent written and oral communication skills
• Exceptional interpersonal relationship and listening skills
• Effective leader who drives achievement while motivating and engaging others through fostering a collaborative team environment
• Excellent written / verbal communication and professional maturity
• Consistently demonstrates and reinforces organizational

• Award‑Winning Culture:
  We’re proud to be recognized as a Great Place to Work Canada 2025 and one of Montreal’s Top Employers 2025 by Canada’s Top 100 Employers.
• Work‑Life Balance:
  Enjoy flexibility with our hybrid work model designed to support your lifestyle.
• Time to Recharge:
  Generous vacation based on your role, statutory holidays, plus 6 wellness days to prioritize your well‑being.
• Compensation Package:
  Competitive base salary plus an annual incentive bonus tied to performance.
• Comprehensive Benefits:
  Robust health and dental coverage through Manulife, as well as virtual healthcare through Dialogue.
• Future‑Ready Savings:
  Group Retirement Savings Plan with up to 7% employer match.
• Exclusive Perks:
  Discounts from top retailers, plus location‑based perks like gym memberships and Toronto Bike…