Customer Service Operations Associate Jobs in Kitchener, ON

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

We are seeking a highly motivated and detail-oriented Financial Operations Associate to join our team. This role plays a critical part in supporting key operational functions across Fee-Based Account Fees, Unified Managed Accounts (UMA), Client Administration Fees (CAF), operational controls, reporting, and advisor compensation processes.
The successful candidate will contribute to the efficient execution of daily operations while identifying opportunities to improve processes, strengthen controls, enhance reporting, and support strategic business initiatives. This position offers exposure to a broad range of operational activities within a dynamic wealth management environment and is ideal for individuals looking to develop subject matter expertise and advance their careers in Financial Operations.

WHAT YOU WILL DO:

• Support the administration of fee-based account fees, including onboarding, maintenance, billing, reporting, and account fee processing.
• Administer and reconcile UMA fees and related operational activities.
• Support CAF administration, reporting, and reconciliation processes.
• Execute and monitor key audit and operational controls to ensure compliance with established procedures and regulatory requirements.
• Process advisor tickets and inquiries submitted through the Wealth Platform in accordance with established service level agreements (SLAs).
• Investigate and respond to inquiries within agreed-upon service level agreements (SLAs).
• Review the debit balances originating from the fee runs and assist in resolution as per business rules.
• Perform reconciliations, quality assurance reviews, and exception management activities.
• Prepare, review, and distribute operational reports and dashboards.
• Utilize Power BI and other reporting tools to support reporting enhancements, data analysis, and operational insights.
• Serve as a point of contact for internal Client Experience teams and vendors regarding fee-related inquiries, disputes, and clarifications.
• Maintain process documentation and identify opportunities for process improvements, automation, and increased efficiency.
• Support internal and external audit requests by providing documentation, analysis, and evidence of control execution.
• Participate in business initiatives, technology enhancements, and projects.
• Collaborate with Client Experience, Finance, Technology, Compliance, and other key business partners to support operational excellence.

WHAT YOU WILL BRING:

• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.
• 1-3 years of experience in financial services, operations, accounting, or a related field.
• Familiarity with PureFacts/PureFees would be an asset.
• Strong analytical and problem-solving abilities.
• Advanced attention to detail and commitment to accuracy.
• Strong Microsoft Excel skills.
• Experience with Power BI or a strong interest in reporting and data analytics.
• Excellent organizational and time management skills.
• Ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to work independently while collaborating effectively within a team environment.

PREFERRED QUALIFICATIONS:

• Experience in wealth management, investment operations, or dealer operations.
• Familiarity with fee-based account fee administration, UMA programs, or advisor compensation processes.
• Experience performing operational controls, reconciliations, and audit-related activities.
• Exposure to process improvement, workflow automation, or business process documentation.
• Knowledge of reporting and business intelligence tools.

This role follows our inoffice work model and requires employees to be onsite four days per week to support collaboration and business needs.

This opportunity is for an existing vacancy with the company. The anticipated base salary range for this position is $34,320 to $58,500. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a bonus program. In addition, The Company offers a variety of benefits to eligible employees, including health insurance coverage, wellness programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.

A Supportive Environment for Success

We offer an in-office environment, competitive benefits, and a supportive workplace to help our employees thrive both personally and professionally.

WHAT WE OFFER

• Modern HQ location within walking distance from Union Station
• Training Reimbursement
• Paid Professional Designations
• Employee Savings Plan (ESP)
• Corporate Discount Program
• Enhanced group benefits
• Parental Leave Top-up program
• Paid time off for Volunteering

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking "Apply". Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates ("CI") are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us ataccessible.recruitment@ci.com, or call 416-364-1145 ext. 4747.