Client Experience Lead - Financial Services

TechAlliance of Southwestern Ontario, London Economic Development Corporation

Penticton

Hybrid

CAD 51,000 - 76,000

Full time

2 days ago

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Job summary

Canada Life, following its acquisition of Investment Planning Counsel, is seeking a Client Experience Specialist II in Penticton. You will be the first voice customers hear, coordinating client meetings, handling inquiries, and supporting advisors to deliver a remarkable client experience.

Ideal candidates will have MFDA or IIROC licensing or be willing to complete required education. Strong communication, empathy, and a growth mindset are essential as you contribute to client retention and

Qualifications

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. Completion of or working towards completion of the IFIC, CSC and/or CPH is preferred.
This role will be supporting advisors and clients on the IIROC platform.
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.

Responsibilities

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.
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