Client Support Representative

April 4, 2022

Role Summary

A Client Support Representative’s primary responsibility is to act as first point of contact for all inbound client inquiries through various communication channels such as telephone, email and live chat. Responsibilities include taking the time in listening to clients and seek an understanding of their diverse needs while ensuring to deliver optimal solutions. CSR’s liaise between clients and internal teams to ensure effective delivery of personalized support. They are committed to go above and beyond client expectations in every interaction.

As the ideal candidate, you are required to work as part of a team to support the building of strong relationships, by ensuring all documents and transactions are completed with a high level of accuracy and clarity in accordance with Olympia guidelines.

Role Responsibilities

•    Upholds 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
•    Answer all inbound calls through the call queue software program and return all voicemails within customer service standards while maintaining a professional and friendly manner
•    Respond to all inbound email, group email and live chat inquiries within customer service standards while providing timely, accurate and complete information
•    Perform outbound calls and emails to clients within set timeframes to ensure all deficient information or documentation is received in a timely manner
•    Inform clients of the necessary documents required for various transaction types and explain form components to ensure they feel at ease with the process and all documentation is completed correctly
•    Explain all policies and procedures to clients while identifying when inquiry must be routed to specialty resources
•    Assist client with any technical issues experienced with our website
•    Recognize urgent client concerns and escalate issues to Team Lead
•    Update individual client accounts with appropriate notes following each conversation or email correspondence
•    Provide legendary, personalized client experience
•    Remain up to date on all Olympia products, services, legislative requirements
•    Ensure the efficiency of business processes, policies and procedures, to deliver on
•    client commitments with speed and quality
•    Actively participate in projects and team meetings
•    Organize and assist with the training of any new team members
•    Recognize opportunities and further educate clients
•    Owns the execution of day to day operational activities to maintain effective and efficient customer services
•    Flexible to perform various assigned tasks as requested by team and management


•    Demonstrates flexibility and resilience in response to constraints, failures, and adversity and adjusts priorities to multiple demands and unanticipated events
•    Proven ability to work in a fast-paced, dynamic environment, while delivering a high level of client service and consistently meeting deadlines
•    Efficiency in returning calls and emails with accurate and articulate information
•    Must have the ability to maintain professionalism in all situations with the desire to engage and quickly connect with clients
•    Confidence and strong personal credibility when establishing personal relationships and working with sophisticated clients
•    High attention to detail and the ability to uncover needs that are not articulated or clearly expressed by a client

Experience and Skills

•    High school Diploma is required
•    Diploma in Business Administration or related field of study is an asset
•    Bachelor’s degree in Management, Economics or related field of study is an asset
•    3 Years of Customer Service required
•    1-3 Years of Financial or Banking industry experience preferred
•    1-3 Years of Call Center or Administration experience is preferred
•    Requires a beginner level understanding of the Anti‐Money Laundering (AML) policies and procedures
•    Intermediate level with Outlook and Microsoft Office products and internet application
•    Strong communication skills to liaise with customers and teams
•    Successful completion of a Criminal Background check is required
•    Bilingual is beneficial

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