Client Service Associate
1 month ago
We are an established wealth management and investment publishing firm with 25+ years' experience in subscription marketing and independent portfolio management with assets under management verging on $1 billion and growing.
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 escalate 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 team members for additional client care, tasks 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.
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) 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.
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 hybrid work environment, combining the best of both remote and in-office work to achieve our goals.
Pre-employment work references, credit and criminal background checks are required.
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.
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