Client Experience Specialist

The Canada Life Assurance Company • Montreal, QC

1d • CA$50,900 - CA$76,400 • Hybrid

About The Position

Investment Planning Counsel (IPC) is a leading independent wealth management firm in Canada, acquired by Canada Life in November 2023. Canada Life is a major financial services provider in Canada with operations in Europe and the United States. The combined entity is a leading wealth provider in Canada. The Client Experience Specialist will act as a key contact for clients, managing client relationships and providing administrative support. This role requires strong communication skills, empathy, and a focus on growth. The ideal candidate will be MFDA or IIROC licensed, or willing to obtain the necessary licenses.

Requirements

• Bilingualism (fluent in French and English) is an asset, but required for Quebec
• 2 years of experience in an Advisor/Client support role within a Financial Services/Insurance firm
• Post-secondary diploma or degree in business, finance, economics, or a related discipline
• Completion of or working towards IFIC, CSC and/or CPH is preferred
• Experience supporting advisors and clients on the MFDA and IIROC platform
• Ability to initiate and maintain excellent relationships with clients, advisors, staff, and stakeholders
• Excellent client service skills with the ability to anticipate client needs and follow up promptly
• Strong organizational and time management skills, with the ability to multitask, prioritize, and work in a fast-paced environment
• Knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint
• A Criminal Record and Credit background check is mandatory

Nice To Haves

• 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 messages, and relay them to the appropriate team members
• Answer queries and explain information to internal and external callers and visitors
• Escalate client matters in a timely manner as needed
• Ensure excellent client interactions for both existing clients and prospects
• Schedule and manage Advisor/Client appointments and events, documenting key information
• Handle client requests within predefined Service Level Agreements (SLAs)
• Contribute to team targets for client retention, happiness, and growth
• Provide coverage for other support staff during absences
• Ensure accuracy of client account paperwork, financial plans, and meeting documentation
• Coordinate client account/trade instructions for processing
• Provide feedback to the team for business improvement opportunities
• Enter and maintain all client information in the CRM
• Perform ad-hoc duties as required, with responsibilities potentially changing over time

Benefits

• Career Development: Opportunities for advancement, access to learning programs, and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit.
• Time Off: Regular vacation and personal days, plus a volunteer day for community involvement.
• Financial Security: Company-matching pension plan, share ownership program, and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts.
• Emphasis on Community: Workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs, and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree