Client Service Associate

Ottawa Riverkeeper | Sentinelle de la rivière des Outaouais; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Group Benefits Plan

Transit reimbursement

Rewards program

Job summary

Successful Investor Wealth Management Inc. is seeking a Client Service Associate to be the first point of contact for high-net-worth clients, handling calls and emails with professionalism and building strong relationships.

You will work closely with the Wealth Management team to support account administration, processing new accounts, RRSP/RRIF etc., and coordinate client communications, ensuring accurate records and exceptional service in a fast-paced environment.

Qualifications

• Bachelor’s degree in business or related field.
• 3+ years customer service experience.
• Previous office administration experience.
• Previous Wealth Management/Financial Services/Brokerage experience.
• Working knowledge of Canadian investment account types, including RRSPs, RRIFs, TFSAs, RESPs, non-registered accounts and other common investment accounts.
• Solid Knowledge of investment industry and best practices.
• Strong command of the English language, both verbal and written.
• Proficiency in Microsoft Word & Excel.
• Completion of CSC (Canadian Securities Course) and/or other relevant industry education is considered an asset, but not required.
• Customer focused and service driven.
• Pleasant telephone manner with exceptional conversation skills.
• Excellent communication skills with the ability to interface and articulate well with all employees and clients in a highly professional, timely and friendly manner.
• Ability to work well with others and take direction as necessary.
• Strong attention to detail and accuracy.
• Ability to solve, prioritize and manage multiple client inquiries and department tasks simultaneously.
• Punctual and dependable.
• High energy, organized, and resourceful.
• Ability to self-manage, show initiative and be proactive.
• Strong task ownership and follow through.

Responsibilities

• Receive all inbound Wealth Management phone calls and service email inquiries from clients and prospects.
• Manage and prioritize client inquiries and requests; acknowledge, troubleshoot, and follow up to provide timely resolution by phone and email.
• Liaison with appropriate team members and escalate as required to resolve enquiries.
• Engage with clients professionally and listen to concerns.
• Foster long-lasting relationships by providing exceptional client support.
• Develop knowledge about wealth management services, software, and paperwork to ensure optimal client service.
• Provide first line response to client inquiries and recordkeeping including new account documentation and RRSP/RRIF/LIRA/LIF processes.
• Assist with online web access - password setup and reset, statement downloads, etc.
• Coordinate and process various mailouts including invoicing and client communications.
• Back-up Estate Associate and assist Wealth Management team with admin tasks.

Skills

Customer service

Relationship management

Communication

Team collaboration

English proficiency

Education

Bachelor’s degree in business or related field

Tools

CRM software

Microsoft Word

Microsoft Excel

Job description

CLIENT SERVICE ASSOCIATE, Successful Investor Wealth Management Inc.

We are an established wealth management firm with 20+ years’ experience in independent portfolio management with assets under management of $1 billion and growing. We are transforming our business and experiencing significant growth, and as a result, we are looking for development-oriented individuals to join our organization.

Successful Investor Wealth Management ('SIWM') is actively seeking a client service professional with strong relationship management skills who will provide excellent quality service to high-net-worth clients and contribute to the growth of the organization. Working in concert with the Portfolio Management team the ideal candidate will have a minimum of 3-years experience working as a Client Service Associate or similar role at a wealth management and/or asset management firm.

As the Client Service Associate, you are the first point of contact for all incoming client calls and email inquiries and you maintain the utmost professionalism in each of your interactions. You are a highly motivated and customer-focused individual who is responsible for assisting customers with their account needs through daily interaction while building excellent rapport and relationships with them. You work closely with our Wealth Management team to help the department run smoothly and enhance the overall experience for our clients.

KEY RESPONSIBILITIES

• Receive all inbound Wealth Management phone calls and service email inquiries from clients and prospects.
• Manage and prioritize client inquiries and requests as they come in; Acknowledge, troubleshoot, and follow up as necessary to provide timely and accurate resolution via phone and email.
• Liaison with the appropriate team members for assistance and escalp as required to quickly resolve client enquiries where they fall outside first line response.
• Engage with clients in a professional manner while actively listening to their concerns.
• Foster strong long-lasting relationships with clients by providing exceptional client support and upholding our customer-first culture.
• Develop expertise and knowledge regarding our wealth management services, software, procedures, and paperwork to ensure optimal client service and assistance.
• Provide first line response to client inquiries and recordkeeping requirements including:
  • New account opening documentation preparation, review, and approval before submitting to custodian.
  • Co-ordinate and lead RRSP/RRIF, LIRA/LIF conversion.
  • Co-ordinate and lead client tax enquiry resolution.
  • Answer general account questions i.e., about TFSAs, RRSPs, RESPs, beneficiaries, NBIN fees, management fees, deposits, and withdrawals, etc.
  • Process personal information updates/changes.
  • Assist with on-line web access - password setup and reset, download statements and missing tax slips for clients.
  • Provide account balances.
  • Initiate the process to execute account cash calls, EFTs, contributions, withdrawals, deposit requests and beneficiary changes on registered accounts.

• Act as the back-up Estate Associate.
• Record/update customer information within our CRM database.
• Assist with client onboarding for new and existing clients.
• Assist and provide administrative support to the Wealth Management and Sales team members for additional client care, reporting, marketing efforts and special projects as required.
• Coordinate client meetings and prepare client portfolio review packages and presentation material.
• Coordinate and process various mailouts to clients including quarterly invoicing, client letters, pooled fund statements & holiday/birthday greeting cards.
• Handle all administrative tasks in the wealth management department and other admin work as required.

REQUIREMENTS (Qualifications, Experience & Skills)

• Bachelor’s degree in business or related field.
• 3+ years customer service experience.
• Previous office administration experience.
• Previous Wealth Management/Financial Services/Brokerage experience.
• Working knowledge of Canadian investment account types, including RRSPs, RRIFs, TFSAs, RESPs, non-registered accounts and other common investment accounts.
• Solid Knowledge of investment industry and best practices.
• Strong command of the English language, both verbal and written
• Proficiency in Microsoft Word & Excel.
• Completion of CSC (Canadian Securities Course) and/or other relevant industry education is considered an asset, but not required.
• Customer focused and service driven.
• Pleasant telephone manner with exceptional conversation skills.
• Excellent communication skills with the ability to interface and articulate well with all employees and clients in a highly professional, timely and friendly manner.
• Ability to work well with others and take direction as necessary.
• Strong attention to detail and accuracy.
• Ability to solve, prioritize and manage multiple client inquiries and department tasks simultaneously.
• Punctual and dependable.
• High energy, organized, and resourceful.
• Ability to self-manage, show initiative and be proactive.
• Strong task ownership and follow through.

This role is hybrid—one day remote and four days required in our office located near Yonge St. and Sheppard Ave. in North York, Toronto. We are seeking a dynamic and adaptable team member who can thrive in a fast-paced work environment to achieve our goals.

Pre-employment work references, credit and criminal background checks are required.

Additional Information

Benefits

After the standard three-month waiting period, successful new hires are eligible to join the Company’s Group Benefits Plan, which provides a range of life, health, and dental benefits, with premiums fully paid by the Company. After this same waiting period, transit commuters will also be eligible to participate in a generous reimbursement program to help subsidize public transportation costs to-and-from the office. To help foster our culture of appreciation, employees have an opportunity to participate in our company wide program to give and receive rewards and recognition for high performance and service.

Other

This posting is for an existing job vacancy.

Successful Investor Wealth Management does not use artificial intelligence (AI) or automated decision-making systems to screen, assess, or select applicants for employment. All hiring decisions are made through human review of application materials, interviews, and assessments conducted by our recruitment team.

Successful Investor Wealth Management Inc. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.