Client Service Associate

4 weeks ago

Winnipeg, Canada Value Partners Investments Inc. Full time

Founded in 2005, Value Partners Investments (VPI) is a Winnipeg-based investment firm that currently manages over $4.7 Billion in assets primarily through nine investment funds as well as through Value Partners Investment Counsel (VPIC) which provides discretionary investment management services to wealthy families across Canada.

Our mission is to build client wealth by investing wisely and communicating clearly. Over the past 18 years we have fulfilled that mission by creating over $1.8 Billion in investment gains for clients. This track record of success has enabled us to become one of Canada’s fastest growing companies as ranked by Profit Magazine and one of Canada’s fastest growing Private Investment Counsels by Investor Economics.

Job Description

VPIC is looking to hire a driven, hands-on contributor for the role of Client Service Associate (CSA). Our ideal candidate is someone with a “can-do” attitude who thrives in a fast-paced, entrepreneurial environment, enjoys interacting with clients and advisors, and is looking to grow their career in financial services. The role reports directly to and will be mentored by the Manager of Client Service and is located in our Winnipeg office.

The Client Service Associate is a critical member of the VPIC team and ultimately owns the new client onboarding process, which includes document preparation and executing on the VPIC Client Service Delivery model in a timely and detailed manner. The CSA ensures a high level of support for Investment Counsellors, Relationship Managers, and external referral partners by enabling a seamless, high quality ‘White Glove’ experience for the advisors, clients, and families VPIC serves. The Client Service Associate also assists with the development and maintenance of process and procedural documentation and provides recommendations to support continuous improvement of the client service function to VPIC leaders.

Responsibilities

·Client and Account Onboarding

  • Responsible for the end-to-end ownership of the client onboarding process ensuring a high degree of accuracy and efficiency while offering a seamless and exceptional client experience
    • Prepare and organize onboarding and account opening documentation and client change processes ensuring requirements are gathered efficiently
    • Liaise with Investment Counsellors, external advisors, and custodian to triage, troubleshoot, and provide ongoing updates on onboarding and client related matters
  • Process deposits / EFTs upon account opening
  • Upload and input IPS, PMA, Know-Your-Client (KYC) information into PM, CRM, and portal systems
  • Ensure ongoing client and advisor communication including, but not limited to, welcome packages, follow up emails, status updates on account opening, etc.

Client and Advisor Service

  • Triage client service requests and account inquires ensuring distribution to the appropriate recipients
    • Ensure day-to-day requests such as client inflows/outflows, deposits/withdrawals, client changes (name, address, status, etc.), and standard client reporting are handled on a priority basis in a professional and detailed manner
  • Act as a resource to support Investment Counsellors and referring advisors by assisting with the completion of documents and managing account inquiries regarding transactions, payments, transfers, etc.
    • Provide portal support and create client reporting as requested
  • Resolve issues / challenges related to client accounts (i.e. transfers, payments, account openings and closings) liaising with clients, custodians, internal and external stakeholders
  • Communicate with internal and external stakeholders in a sensitive and caring manner.

Business Process Management & Continuous Improvement

  • Assist with the development and maintenance of process and procedural documentation
  • Provide recommendations for, and updates regarding, continuous improvement of the client service delivery model to the Manager of Client Service and other VPIC leaders as required
  • Other duties as assigned
Qualifications

Qualifications

Education & Experience

  • Undergraduate degree in Commerce, Business Administration, Economics, or related discipline
  • Willingness to expand on professional qualifications by completing the CSC or similar program
  • Two years of related experience in an investment or financial services environment, knowledge of the Canadian Securities industry is required
  • A combination of education and experience will be considered

Technical Knowledge

  • Knowledge of investment management principles, best practices, and emerging trends
  • Technical fluency with the ability to learn and adapt to new technology effectively
  • Working knowledge of Salesforce, PM software, and advisor operating systems is an asset
  • Advanced proficiency in Microsoft Office: Outlook, Excel, PowerPoint, Word, Teams

Skills & Abilities

  • Strong client service orientation with the ability to build collaborative working relationships based on mutual trust to meet goals
  • Ability to communicate clearly and concisely, verbally and in writing, to ensure effective interaction with key stakeholders (internal and external) to manage, inform and influence successful outcomes
  • Advanced organizational skills, adept at managing multiple tasks with competing deadlines
  • Proven analytical, problem solving and decision-making skills
  • Detail oriented with a general penchant for excellence
  • Ability to be flexible in one’s approach to established plans based on emerging needs
  • Entrepreneurial spirit with a creative outlook and resourceful nature
Additional Information #J-18808-Ljbffr

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