Client Experience Specialist - Future Opportunity

The Canada Life Assurance Company•Canada, ON

12d•CA$40,300 - CA$74,800•Hybrid

About The Position

This position is not currently open but represents a role we regularly hire for. Applications submitted will be reviewed and kept on file for future openings that match your qualifications. Should an opportunity become available, we will review your application and contact you directly with further details. Investment Planning Counsel (IPC) is one of the 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 serves the 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.

Requirements

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.
Ability to 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 and the 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 Haves

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 and IIROC platform.
intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN

Responsibilities

Respond to client inquiries via telephone, email, video conference and in person
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
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
Coordinate client account/trade instructions for creation and completion
Ensure accuracy of completed account/trade paperwork, financial plans and all client meeting documentation
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