Digital Client Services Specialist in Montréal

CACEIS is the asset servicing banking group of Crédit Agricole dedicated to asset managers, insurance companies, pension funds, banks, private equity and real estate funds, brokers and corporate clients. As part of its growth, CACEIS is looking for a Client Services Officer for its Digital Client Services Department to support the OLIS platform.

The Client Services Officer will be the primary point of contact for clients on all matters related to our digital and data tools. You will take ownership of client requests and incidents end-to-end, coordinate internal and external stakeholders when needed, and contribute actively to improving the client experience and our workflows. You will be part of an international setup in which client support is coordinated across several Credit Agricole CACEIS entities. Within this structure, you help maintain clarity, continuity and consistency in how clients use OLIS and our digital solutions.

Main responsibilities:

• Client Support and Case Management
• Act as a first point of contact for clients and prospects by email and telephone, handling initial concerns in a calm, professional and client-oriented manner.
• Handle client questions received through shared group mailboxes (CRM) and other phone channels.
• Review, assess and prioritise incoming requests in a structured way, ensuring clear and timely updates to clients.
• Manage client cases in the CRM system, documenting requests, actions and decisions, and following up when additional information or coordination is required.
• Take ownership of the cases you pick up, working independently while involving colleagues and specialised teams when necessary.
• Onboarding, data & access administration
• Support client onboarding and changes related to digital and data tools.
• Client training, demonstrations & guidance
• Provide online or in-person demonstrations of OLIS and other digital tools to clients and prospects.
• Continuous improvement & evolution of digital tools
• Contribute to the definition of business requirements for evolutions of digital and data tools (expression of needs).
• Coordination of internal and external stakeholders
• Compliance, risk & client-centric culture
• Apply CACEIS procedures, including quality (ISAE 3402, ISO 9001), compliance and risk guidelines relevant to your activity.

Geographical area: America, Canada
City: hybrid
Education: Bachelor Degree / BSc Degree or equivalent
Experience: At least two years of relevant experience in the financial sector.
Level of minimal experience: 3-5 years
Required skills:

• Strong client orientation and communication skills; able to explain complex topics clearly and manage client concerns with professionalism.
• Ability to review, assess and prioritise incoming requests calmly and methodically, even when multiple requests come in at the same time.
• Problem-solving mindset and willingness to rapidly build knowledge when unfamiliar questions arise.
• Proactive attitude and confidence to take ownership of cases without waiting for direction while respecting team processes.
• Comfortable working independently within a shared mailbox and CRM structure, and collaborating across teams and entities.
• Strong digital skills and ease in working with systems such as CRM and client portals; interest in improving workflows through tools such as Excel and basic automation.
• Ability to coordinate different stakeholders (internal and external) to deliver solutions or improvements.
• Rigour, reliability and respect for security and compliance requirements when administering access rights and handling data.
• Strong command of English, both written and spoken; French or any other language is an advantage. Ability to interact confidently in an international environment.