Client Experience Lead

DesignWealth; Victoria; On-site; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Health Spending Account

RRSP contributions

Flex days and vacation time

On-site parking available

Job summary

A financial services firm in Victoria is seeking a Client Experience Lead to be the main point of contact for clients, ensuring seamless interactions. Responsibilities include managing onboarding, coordinating meetings, and maintaining client systems. Ideal candidates should possess strong communication skills, organizational abilities, and at least 2 years of client service experience. This role offers professional growth in a supportive team environment with competitive benefits and flexible hours.

Qualifications

• 2+ years of experience in client service or administrative support.
• Detail-oriented and organized.
• Ability to handle confidential information with discretion.

Responsibilities

• Act as the main point of contact for clients.
• Manage client onboarding, documentation, and follow-ups.
• Coordinate client meetings and debriefs.

Skills

Client service experience

Organizational skills

Excellent communication skills

Tech-savvy with Microsoft 365

Education

Post-secondary diploma or university degree

Tools

Cloven CRM

Microsoft 365

Job description

Fernhill Financial, together with our initiative DesignWealth, has been helping families in British Columbia, Alberta, and Manitoba for nearly 30 years. We’re not just about providing financial tools — we’re about creating clarity and empowering people with the advice and support they need to live with confidence.

We’re growing and looking for a Client Experience Lead who will ensure every client interaction feels seamless, professional, and genuinely caring.This role is the heartbeat of our client relationships for our firm— the person clients remember because they feel seen, heard, and taken care of.

What You’ll Do

As the Client Experience Lead, you’ll be a central point of contact for our clients. You’ll manage the flow of their experience and keep our advisory and implementation teams coordinated. Your role is a mix of people interaction, process management, and proactive support.

Key responsibilities include:

• Acting as the main point of contact (phone, email, in-person reception) with warmth and professionalism
• Managing client onboarding, documentation, and follow-ups
• Coordinating client meetings, reminders, and debriefs
• Maintaining our client systems (Cloven CRM, SideDrawer, and Microsoft 365 tools)
• Supporting account opening and transfer processes (documentation, data input, follow-up)
• Interacting with banks, fund companies, and insurers if needed
• Tracking timelines to ensure all reports, communications, and commitments are delivered promptly
• Providing coverage for team absences when needed

What You Bring

We’re looking for someone who is approachable, reliable, and energized by creating a great experience for others. You don’t need to be a financial expert (we’ll train you), but you do need to be detail-oriented, organized, and comfortable with fast-paced, people-first work.

Preferred qualifications:

• 2+ years of experience in client service or administrative support (financial services an asset)
• Excellent communication skills — both verbal and written
• Strong organizational and time management abilities
• Tech-savvy with Microsoft 365 (experience with SharePoint, Planner, Bookings is a plus)
• Comfortable learning and adapting to new software systems
• Discretion and professionalism in handling confidential information
• An interest in financial planning and helping people achieve their goals

This role serves as the foundation for long-term professional growth within our firm. Team members who demonstrate initiative, ownership, and a strong commitment to client care may progress into expanded client relationship support responsibilities and, over time, into advisory and Wealth Mentor roles.

While a post-secondary diploma (DCS/DEC) is preferred for entry into this role, a university degree may be required for eligibility into certain senior advisory positions.

We are committed to supporting the professional development of individuals seeking to build a meaningful and lasting career in financial planning.

Why Join Us?

• A career path in a growing financial services firm — with opportunities to learn and advance
• Health Spending Account and benefit options
• RRSP contributions
• Secure downtown Langford office location
• On-site parking available (employee-paid option)
• Flex days and vacation time
• A supportive, team-based culture that values both excellence and empathy
• A work week designed for balance:Monday–Thursday, 8:30 AM–5:00 PM; Friday, 8:30 AM–2:30 PM

How to Apply

If you’re excited about making a real impact on people’s financial lives while building a long-term career in a supportive team, we’d love to hear from you.

Please submit yourresume and a cover letteroutlining why you’d be a great fit for the Client Experience Lead role.

We thank all applicants for their interest. Only those selected for an interview will be contacted. Applicants must have Canadian citizenship or permanent residency. Successful candidates may be required to complete a background check, including credit and criminal record verification.