Bilingual Client Experience Manager

CI Financial; Toronto; Hybrid; CAD 55,000 - 95,000; Full time

Benefits offered by this job

Health insurance coverage

Wellness programs

Retirement savings plans

Paid holidays and vacation time

Flexible & Hybrid Work Program

Employee Share Purchase Program (ESPP)

Corporate Discount Program

Fitness membership discounts

Job summary

A financial services company in Toronto is looking for a Bilingual Client Experience Manager to lead a service team in providing exemplary support to financial advisors. The ideal candidate has 3-5 years of client service experience in investment or banking environments and must be fluent in both French and English. This role involves managing a client service team, collaborating with various departments, and addressing complex client inquiries, contributing to a positive client experience. The company offers a competitive salary range of $55,000 to $95,000 along with benefits and a hybrid work model.

Qualifications

• 3-5 years of experience providing client service in investment or banking.
• Must be fluent in French and English.
• Completion of CSC and CPH courses or commitment within 12 months.

Responsibilities

• Manage an assigned client service team and ensure performance.
• Support Advisors in process-related matters.
• Deal with back office for documentation and issues.
• Collaborate across the organization for daily activities.
• Process financial transactions related to Dealer activities.
• Raise and track clients or operational issues.
• Escalate matters promptly and proactively.
• Work on project-specific tasks and initiatives.

Skills

Client service experience

Bilingual (French and English)

Analytical skills

MS Office skills

Creative problem-solving

Interpersonal skills

Education

Post-secondary education

Tools

MS Office (Outlook, Word, Excel)

Job description

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 currently seeking a bilingual Client Experience Manager to join our Client Experience team. In this role, the successful candidate will work with an internal team – as well as external parties – to bring together information and solutions to provide best in class client support to all our Financial Advisors. Our Client Experience team is the ‘go to’ for our Advisors and the relationship is based on the trust they have in our expertise and our ability to support them. You will be the primary point of escalation for urgent and in-depth branch inquiries that require enhanced industry and firm understanding. As a senior member of the team, administrative associates will report directly to you. You will be expected to lead team meetings and be a primary source of knowledge for the team. This includes driving investigations to find solutions to complex issues.

WHAT YOU WILL DO

• Manage members of an assigned client service team, making sure all team members are performing and executing their tasks at the highest level
• Taking a team approach, support our Advisors in all process related matters and handle more complex inquiries
• Deal directly with our back office to process documentation and troubleshoot operational & account issues
• Collaborate with colleagues across the organization to facilitate daily activities
• Process financial transactions related to Dealer activity
• Raise and track client and/or operational issues
• Promptly and proactively escalate matters as required
• Work on project specific tasks and initiatives as directed

WHAT YOU WILL BRING

• 3-5 years of work experience providing client service in the investment, banking, or related industries
• Must be fluent in French and English (verbal and written)
• Knowledge of the Canadian investment landscape including an understanding of the functions of registered accounts
• Completion of CSC and CPH courses or commitment to completion within 12 months of start date
• Strong MS Office skills (Outlook, Word and Excel)
• Creative and out of the box thinking when dealing with unique inquiries
• A demonstrated collaborative approach to solving problems
• Proven ability to manage high volumes with a positive and professional attitude
• A friendly and service-oriented personality
• Exceptional verbal and written communication skills
• Excellent organizational and interpersonal skills
• Self-motivated, proactive, independent in solving problems
• Strong business acumen with solid analytical skills and conceptual thinking
• Post-secondary education

WORKING CONDITIONS

• Routine office environment
• Overtime as required

This role follows our in‑office 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 $55,000 to $95,000. 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.

WHAT WE OFFER

• Modern HQ location within walking distance from Union Station
• Flexible & Hybrid Work Program
• Equipment Purchase Program
• Training Reimbursement
• Paid Professional Designations
• Employee Share Purchase Program (ESPP)
• Corporate Discount Program
• Enhanced group benefits
• Parental Leave Top–up program
• Fitness membership discounts
• Complimentary vending machines

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 at [e-mail], or call 416-364-1145 ext. 4747.