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

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.
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.

Career Development : Opportunities for career advancement, access to industry-leading 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 to support your well-being.
Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
Financial Security: Company-matching pension plan, share ownership program and additional investment options.
Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
Emphasis on Community : We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Client Experience Specialist II

Key skills