Client Experience Specialist - Future Opportunity

Permanent Full Time

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Opportunities – Future Consideration

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. Workstyle/ in office requirements will be determined by leader.

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 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.

What you will do

• 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

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

Where we are hiring

We have over 50 branches across 7 different provinces and as IPC continues to grow, we are always seeking top talent and hiring Client Experience Specialists in:

• Ontario:
  • Aurora, Brantford, Cobourg, Dunnville, Georgetown, Kingston, Leamington, Midland, Milton, Mississauga, Oakville, Ottawa, Orillia, Owen Sound, Peterborough, Port Elgin, Sauble Beach, Sault Ste. Marie, Simcoe, St. Catharines, Sudbury, Walkerton, Windsor, Whitby
• Alberta:
  • Calgary, Cold Lake, Edmonton, Sherwood Park
• British Columbia:
  • Nanaimo, Penticton
• Manitoba:
  • Winnipeg
• New Brunswick:
  • Moncton
• Nova Scotia:
  • Bedford, Dartmouth
• Quebec:
  • Pointe-Claire

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The base salary for this position is between $45,600-$76,400 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’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and 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 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.

Learn more about Canada Life.

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [email protected]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Lifewould like to thank all applicants, however only those who qualify for an interview will be contacted.

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