Centralized Support Associate
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Job Description
Remote Centralized Support Associate at BMO, providing bilingual administrative and investment support to Nesbitt Burns Advisory practices. Maintaining client relationships, accounts, documentation, and regulatory compliance during staffing gaps.
Responsibilities:
- Provide experienced administrative support to Advisory practices experiencing temporary staffing gaps
- Support assigned practices for defined periods, generally two to six months
- Learn and adapt to each practice’s routines, book structure, priorities, and service expectations
- Participate in onboarding and establish responsibilities, turnaround expectations, escalation channels, and assignment boundaries
- Book prospect and client meetings and prepare meeting packages
- Coordinate marketing activities, including websites, social media, client recognition, and client events
- Schedule and prepare client portfolio reviews for Investment Advisors
- Follow up on client inquiries, account maintenance, new account setup, transfers, and fund remittances
- Resolve and escalate client complaints as required
- Handle day-to-day client requests involving money movement, technology issues, account opening, and account updates
- Generate reports and documents for Investment Advisors and clients
- Maintain client databases and files
- Monitor incoming and outgoing assets and notify Investment Advisors of required portfolio rebalancing actions
- Process client-file and regulatory documentation
- Monitor periodic redocumentation of client accounts
- Mentor and coach new or junior Centralized Support team members
- Support team members with policy, procedure, and processing inquiries and escalations
- Build client rapport and promote positive client experiences and long-term relationships
- Assist with managing and growing a client portfolio
- Support Investment Advisors with individual client investment needs, sales, and services
- Collaborate with BMO partners to deliver the desired customer experience
- Follow risk, compliance, privacy, regulatory, legal, and ethical requirements
- Analyze issues, determine next steps, and handle complex or escalated tasks
- Follow standardized workflows while adapting to practice needs and changing priorities
- Operate within a shared national capacity pool and maintain accurate workload, volume, turnaround, error, capacity, deadline, and risk information
- Provide an orderly handover when engagements end
- Participate in training and knowledge-sharing and identify service improvements
Requirements:
- Typically between 3–5 years of relevant experience with Nesbitt Burns preferred and/or certification in a related field of study or an equivalent combination of education and experience
- Advanced knowledge of investment processes and procedures
- Advanced knowledge of administrative processes and procedures as contained in the Sales Administration Manual
- Advanced knowledge of proprietary products and services
- Knowledge of compliance practices and regulations
- Knowledge of financial/retirement planning
- Strong organization, prioritization, problem-solving, communication, and relationship-building skills
- Ability to learn quickly, work independently in a virtual environment, and adapt across assignments
- Specialized knowledge
- CIRO IR licensing is not a requirement, but is considered an asset
- Fluent in French and English
- Good verbal and written communication skills
- Good organization skills
- Good collaboration and team skills
- Knowledge of insurance and group products is an asset
- Knowledge of Trust and Estate services is an asset
Benefits:
- Commission structure
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
- Performance-based incentives
- Discretionary bonuses
- In-depth training and coaching
- Manager support and network-building opportunities
- Accommodations available on request during the selection process
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