Client Experience Specialist - St. Catharines

TechAlliance of Southwestern Ontario, London Economic Development Corporation; St. Catharines; On-site; CAD 48,000 - 73,000; Full time

Benefits offered by this job

Education reimbursement

Health & Wellness benefits

Volunteer day

Pension plan

Employee ownership program

ERGs & mentorship programs

Job summary

Canada Life in St. Catharines is seeking a Client Experience Specialist to be the first voice clients hear, providing servicing, meeting coordination and documentation support to advisors. The role requires MFDA or IIROC licensing (or willingness to complete) and strong communication, empathy and growth mindset.

Base salary ranges from CAD 48,400 to CAD 72,600 annually. We offer career development, flexible benefits, a pension plan, employee share ownership and a volunteer day in a

Qualifications

• 2 years in an Advisor/Client support role in a Financial Services/Insurance firm.
• MFDA or IIROC license preferred or willing to complete required education.
• Excellent client service and communication skills.
• Ability to manage multiple tasks and meet SLAs.
• Proficiency with Office365: Word, Excel, Outlook, PowerPoint.

Responsibilities

• Respond to client inquiries via telephone, email, video conference and in person.
• Screen and direct calls and relay messages to appropriate team members.
• Coordinate client account paperwork and documentation for advisors.
• Escalate client matters and ensure timely responses within SLAs.
• Support retention and growth targets through accurate record keeping.

Skills

Client service

Communication

Office365

Attention to detail

Education

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

Tools

Univeris

Plan Plus

iMost

Croesus

NetRep

NBCN

Job description

Client Experience Specialist - St. Catharines

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 servesthe financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

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.

Integral to the success of this role the ideal candidate must possess effective communication skills, empathy, optimism and a strong focus on growth both personally and professionally.

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

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. 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 MFDA 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.

The base salary for this position is between $48,400 - $72,600 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.

Grow with Canada Life

We’reunited by a shared purpose: to improve the financial,physicaland mental well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’relooking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers,communitiesand each other.Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer:

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annuallytowardseducation reimbursement.
• Health & Wellness:Flexible health and dental benefits,plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation andpersonal days,we support communityinvolvement with avolunteer day.
• Financial Security:Company-matching pension plan,share ownership program andadditionalinvestment options.
• Rewards and Recognition:Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs),mentorshipprograms,socialclubsandevents.

Learn moreaboutCanada Life .

We’recommitted to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail] . All information provided will be handledin accordance withapplicable 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: 5826

Category: Customer Service and Administration

Location: St. Catharines Ontario, ON, CA, L2N 1J7

Date: Aug 25, 2026