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Bilingual Senior Client Experience Specialist

2 months ago

Montreal, Canada IG Wealth Management Full time

Division: IGM Client Services Operations

Location: Montreal or Winnipeg

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.

Under IGM Financial's unique business model based on leading brands and multi-channel distribution strategy, we're IG Wealth Management. For over 90 years of business, we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime.

At IG Wealth Management, our vision is to inspire financial confidence.

This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally. We are proud to be recognized as one of Canada's Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and center.

You will join a team that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares. We are dedicated to offering a hybrid work environment when applicable.

Position Summary: The Senior Client Experience Specialist offers specialised support to IGM Top Financial Advisors. The Specialist is focused on providing an effortless experience and proactive support to elite advisor teams, thereby enhancing their capacity to cater and retain HNW and ultra-HNW clients. As the primary point of contact, this role offers personalized solutions, streamlined processes, and proactive assistance to solidify advisor-client relationships and ensure optimal client satisfaction.

Key Responsibilities:

  1. Relationship Management: Establish, build, and maintain strong relationships with advisor teams. Act as the first point of contact for operational inquiries, avoiding escalations, ensuring resolution according to company policies and procedures.
  2. Complex Case Management: Handle complex cases and quarterback any requiring specialist intervention, ensuring first contact resolution and the most efficient resolution process.
  3. Anticipatory Problem-Solving: Regularly review and anticipate potential issues. Provide ideas and continuous improvement approaches to enhance processes and the client experience, fostering an environment of innovation and empowerment.
  4. Risk Assessment and Coordination: Assess risks associated with complex products and services. Coordinate work performed by other service departments and ensures timely delivery to avoid financial losses and reputational damage, contributing to a seamless and efficient service delivery.
  5. Education and Communication: Contribute to the education of advisor teams on processes, policies, and procedures. Proactively communicate service concerns and solutions to enhance advisor understanding and collaboration, fostering strong and collaborative relationships.
  6. Personalized Assistance: Provide expert guidance on requirements for transactions, complex cases, adjustments, and exceptions, ensuring an effortless experience for advisors and clients.

What WE OFFER:
  1. IG Wealth is recognized among one of Canada's Top 100 Employers. In addition to a competitive salary starting with bonus opportunities, we offer several flexible and advantageous benefits for you and your family:
  2. Hybrid office and remote work environment
  3. Three weeks of vacation and up to 10 paid personal/wellness days per year
  4. Flexible benefits plan that lets employees customize coverage to suit their personal needs through a flexible health benefits plan
  5. Parental leave top-up to 100% of your salary for a period of 25 weeks
  6. Defined contribution pension plan and share purchase plan available to all employees
  7. Health and wellness program focused on four key pillars including physical, mental, social and financial
  8. Employees are encouraged to get involved in charities and will receive paid time off to volunteer (up to 2 paid days per year)
  9. Managers who support your development through coaching and managing opportunities
  10. Dynamic work culture where employees are encouraged to learn, develop, and collaborate with teams
  11. A culture that recognizes and celebrates employee milestones and accomplishments
  12. Diversity and inclusion programs, including an active network of Employee Resource Groups
  13. Dress for your day policy
  14. Financial support offered for employees to complete industry related courses/certifications
  15. Extensive professional development opportunities, including access to over 11,000 training and development courses, and financial support offered for employees to complete industry related courses/certifications
  16. Telemedicine
  17. Transit subsidies

Qualifications:
  1. Post-secondary degree or equivalent
  2. Relevant industry certifications ie: IFIC, CSC or other (asset).
  3. More than 3 years related work experience in the mutual fund or financial services industry (required)
  4. Excellent communication skills, verbal and written, with demonstrated ability to articulate relevant information and direction in an organized and concise manner.
  5. Strong problem-solving abilities, with the capacity to analyze complex cases and provide innovative solutions.
  6. Adaptability and flexibility to thrive in a fast paced and evolving work environment.
  7. Ability to work effectively in a team environment, collaborating with colleagues to deliver exceptional client service.
  8. Proficiency in using technology and CRM systems to track service requests, manage cases, and tasks.
  9. Bilingual: French & English (spoken & written)

Please apply by September 11, 2024. #J-18808-Ljbffr