Bilingual (Fr/En) Client Experience Specialist I

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Pointe-Claire; Hybrid; CAD 41,000 - 66,000; Full time

Job summary

An established industry player is seeking a Bilingual Client Experience Specialist to enhance client relationships and ensure exceptional service. In this dynamic role, you will be the first point of contact for clients, managing inquiries and coordinating meetings. Your organizational skills and ability to multitask will be essential in a fast-paced environment. This position offers a unique opportunity to contribute to a remarkable client experience within a leading wealth management firm. If you are passionate about client service and thrive in a collaborative atmosphere, this role is perfect for you.

Qualifications

• 2 years in an Advisor/Client support role in Financial Services/Insurance.
• Must be bilingual in French and English to support diverse clients.

Responsibilities

• Respond to client inquiries via phone, email, and in person.
• Schedule and manage Advisor/Client appointments and events.

Skills

Client Service Skills

Organizational Skills

Time Management

Bilingual (French/English)

Education

Post-secondary diploma or degree in business, finance, or economics

Tools

Office365

PowerPoint

Word

Outlook

Excel

SharePoint

Univeris

Plan Plus

iMost

Croesus

NetRep

NBCN

Job description

Bilingual (Fr/En) Client Experience Specialist I

Description:

Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

As the Client Experience Specialist, you will be the ‘glue’ that binds all client relationships together, you will be the first voice people hear when they call in, and the first person they see when they visit. Major responsibilities will include client servicing, client meeting coordination, review and follow up on client communication and documentation, administrative support to advisors and other duties as assigned. The ideal candidate will be MFDA or IIROC licensed, or willing to complete all required continuing education requirements for licensing.

What you will do:

• Respond to client inquiries via telephone, email, video conference and in person.
• Screen and direct calls. Take adequate messages and relay them in a timely manner to appropriate members.
• Answer queries, disseminate or explain information to callers and visitors both internal and external as required.
• Escalate all client matters in a timely manner, as warranted by the situation.
• Ensure excellence in every interaction to provide a consistent experience for existing clients and prospects.
• Schedule and manage Advisor/Client Appointments and events, participating and documenting key information where required.
• Handle all client requests with the Advisor and/or the team within pre-defined SLA’s.
• Contribute to the collective (team) achievement of pre-defined Retention, Client Happiness & Growth targets for IPC.
• Provide absenteeism coverage for other support staff, as directed from time to time.
• Ensure accuracy of completed account/trade paperwork, financial plans and all client meeting documentation.
• Coordinate client account/trade instructions for creation and completion.
• Provide ongoing feedback to the team to ensure all opportunities for business improvements are captured and reviewed.
• Ensure that all client information is entered in the CRM.
• Ad-hoc duties as required, and responsibilities may change from time to time.

What you will bring:

• 2 years in an Advisor/Client support role in a Financial Services/Insurance firm.
• Post secondary diploma or degree in business, finance, economics or other related discipline.
• Initiate and maintain excellent relationships with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
• Excellent client service skills are required. Ability to anticipate client needs and timely follow up is expected.
• Organizational skills and time management – Able to multi-task, prioritize and should be comfortable working in a fast-paced environment.
• Must have knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN.
• The successful candidate will be required to communicate in French and English in order to support clients from various jurisdictions outside of Quebec.

Compensation:

The base salary for this position is between $41,400 - $65,300 annually. This represents base salary only and does not represent other variable compensation components of our total compensation (i.e. annual bonus, commission, etc.). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life - Apply today!

Canada Life is committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants; however, only those who qualify for an interview will be contacted.

#LI-Hybrid

Requisition ID: 2310

Category: Customer Service and Administration

Location: Pointe Claire Quebec, Quebec, CA, H9R 2R2 Quebec City, Quebec, CA Montreal, Quebec, CA Ottawa, ON, CA

Date: Jan 17, 2025