Client Experience Specialist

Edward Jones; Nanaimo; On-site; CAD 45,000 - 65,000; Full time

Job summary

Edward Jones in Canada is hiring a Client Experience Specialist to work with multiple Financial Advisors in a branch office setting and drive client loyalty by fostering strong relationships throughout the client journey. This role contributes to helping clients achieve their financial goals.

The position emphasizes client service delivery, collaboration across teams, and utilization of advisory tools within a supportive, inclusive environment.

Qualifications

• High School Diploma/Equivalent required.
• Associate's/Bachelor's degree or equivalent experience preferred.
• 2+ years of customer service or financial services industry preferred.

Responsibilities

• Delivers excellent client service by anticipating client needs and making it easier to do business with Edward Jones.
• Identify potential opportunities with new and existing clients and prepare Financial Advisors to discuss those opportunities.
• Utilizes goals-based advice tools and contact plans, and stewards the Online Access system for clients.
• Ensure ongoing partnership with clients by anticipating, addressing, and resolving questions and problems through communication and preparation.
• Performs office administration duties including answering calls, greeting clients, managing service requests, faxes, emails, and branch record keeping.

Skills

Customer service

Financial services knowledge

Communication

Problem solving

Time management

Computer skills

Education

High School Diploma

Associate/Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

If you’re looking for a fulfilling career, the Client Experience Specialist role at Edward Jones may be the right opportunity for you. The Client Experience Specialist works with multiple Financial Advisors in a branch office setting. The Client Experience Specialist drives client loyalty to Edward Jones and fosters the client relationship throughout their experience with the branch, helping ensure clients achieve their financial goals.

Our Client Experience Specialists are an essential part of the team, and we rely on their unique experiences, insights, and professional backgrounds. We value different viewpoints to help achieve exceptional results and improve the lives of our clients. We don’t often brag, but we’re frequently recognized and awarded as a top place to work. Some of the many accolades include 100 Best Companies to Work For® by FORTUNE magazine¹ and a Best Place to Work for LGBTQ Equality by the Human Rights Campaign.

We'll give you the support you need.

Our team will be there every step of the way, providing:

• Training which includes mentoring, job shadowing, coaching and branch office visits
• A support network that extends beyond your branch office and includes home office assistance via phone, email and firm intranet resources

You can also expect…

• A compensation package that includes bonus potential, 401K (US) and Group RRSP (Canada), and comprehensive and competitive health benefits
• Paid time off, including vacation, sick, holidays and personal days
• A culture of continuous improvement and professional development

Key Responsibilities

• Delivers excellent client service by anticipating client needs making it easier to do business with Edward Jones
• Identify potential opportunities with new and existing clients and prepare Financial Advisors to discuss those potential opportunities with clients
• Utilizes goals-based advice tools and contact plans, and stewards the Online Access system for clients
• Ensure ongoing partnership with clients by anticipating, addressing, and resolving questions and problems through communication and preparation to ensure a positive client experience
• Performs office administration duties which may include: answering incoming phone calls and greeting clients, maximizing each in-person client visit, managing service requests, faxes, and emails, maintaining branch-office record keeping, ordering supplies, processing branch expenses, compiling reports, and creating word processing documents and spreadsheets

What characteristics would make you successful as a Client Experience Specialist?

• Creative and open mindset to support an agile and continuous learning environment
• Ability to be proactive, incorporate feedback, and adapt to changes
• Critical thinking and analytic skills to anticipate, identify, and solve ongoing needs
• Strong understanding and continued research of a variety of financial products
• Strong time management skills with the capacity to work with multiple Financial Advisors, branch offices, and clients to balance priorities in a fast-paced, deadline-driven environment
• Detail-oriented and organized with the ability to ensure a high standard of accuracy
• Ambitious self-starter comfortable identifying and creating opportunities for efficiency
• Strong computer skills and an aptitude to quickly learn new software

Job Requirements

• High School Diploma/Equivalent required
• Associate's/Bachelor's degree or equivalent experience preferred
• 2+ years of customer service or financial services industry preferred

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, or any other basis prohibited by applicable law.

• The opportunity for merit increases as you progress in the role. Hiring Range below is a subset of the total salary range.