Senior Customer Service & Advisor Relations Specialist – Mutual Fund Operations & Client Support Excellence

About brighthush

brighthush is a leading Canadian financial services firm that empowers individuals and institutions to achieve their financial goals through innovative insurance, savings, and wealth‑management solutions. With a legacy of integrity, customer focus, and a commitment to sustainable growth, brighthush has become a trusted partner for millions of Canadians. Our culture is built on collaboration, continuous learning, and a passion for delivering exceptional value to our clients and advisors alike.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that thrives on solving complex challenges in the mutual fund industry. We offer a flexible, remote-first work environment that supports work‑life balance while fostering professional development. Whether you’re a seasoned customer service professional or a rising star in operations, brighthush provides the resources, mentorship, and career pathways to help you reach new heights.

Position Overview

We are seeking a highly motivated Customer Service & Advisor Relations Specialist to serve as the frontline advocate for our mutual fund advisors. In this role, you will manage inbound and outbound communications, provide technical support, and ensure that every interaction reflects brighthush’s commitment to excellence. Your analytical mindset and problem‑solving skills will be essential in translating complex operational processes into clear, actionable guidance for our advisors.

Key Responsibilities

• Advisor Support & Communication: Handle a high volume of inbound calls and emails from mutual fund advisors, providing timely, accurate, and courteous assistance.
• Technical Troubleshooting: Diagnose and resolve technical issues related to fund transactions, account management, and platform usage, escalating when necessary.
• Documentation & Knowledge Management: Log all interactions in the CRM, update knowledge base articles, and maintain accurate records to support continuous improvement.
• Process Improvement: Identify recurring issues, propose solutions, and collaborate with cross‑functional teams to streamline operations and enhance advisor experience.
• Compliance & Quality Assurance: Ensure all communications adhere to regulatory standards and internal policies, participating in quality audits and feedback loops.
• Team Collaboration: Work closely with Operations, Compliance, and Technology teams to resolve complex cases and share best practices.
• Continuous Learning: Stay current on mutual fund products, industry trends, and regulatory changes to provide informed support to advisors.

Essential Qualifications

• 2–3 years of call center or operations experience within the mutual fund or broader financial services industry.
• Advanced proficiency in English, both written and spoken, with exceptional communication skills.
• Strong analytical and problem‑solving abilities, capable of troubleshooting complex issues under pressure.
• Demonstrated ability to manage multiple priorities while maintaining high quality and accuracy.
• Experience using ticketing or CRM systems (e.g., JIRA, Salesforce) and a willingness to learn new tools.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.

Preferred Qualifications

• Completion of an IFIC Operations Course or equivalent certification in mutual fund operations.
• Prior experience in a client‑facing role within a financial institution, handling advisor or client inquiries.
• Knowledge of regulatory frameworks such as the Investment Funds Act, CSA, or similar.
• Experience with data analysis tools (Excel, Power BI) and reporting.
• Multilingual capabilities (French or other languages) to support a diverse advisor base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Aptitude: Comfortable navigating complex systems and troubleshooting software issues.
• Communication: Clear, concise, and empathetic communication across all channels.
• Analytical Thinking: Ability to dissect problems, identify root causes, and recommend actionable solutions.
• Adaptability: Thrive in a fast‑moving environment with evolving processes and priorities.
• Team Player: Collaborate effectively with cross‑functional teams to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service & Advisor Relations Specialist, you will have the opportunity to:

• Progress into senior advisory support roles or transition into operations management.
• Lead process improvement initiatives that shape the future of advisor support.
• Participate in leadership development programs and mentorship circles.
• Access to industry‑specific training, certifications, and conferences.
• Engage in cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere in Quebec City, Quebec, Canada. Our virtual office is built on trust, transparency, and collaboration. We host regular virtual town halls, team‑building events, and wellness initiatives to keep our community connected and energized.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, we provide:

• Generous paid time off, including vacation, personal days, and sick leave.
• Employer‑matched retirement plan to secure your future.
• Health, dental, and vision coverage for you and your family.
• Flexible work hours and a fully remote setup.
• Employee assistance programs, mental health resources, and wellness stipends.
• Annual performance bonuses and incentive programs aligned with company success.

How to Apply

If you are ready to bring your customer‑service expertise to a forward‑thinking financial institution and help shape the advisor experience at brighthush, we encourage you to apply today. Join a team that values innovation, integrity, and impact.