Customer Experience Associate

7 months ago

Toronto, Canada CI Financial Full time

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

JOB OVERVIEW

CI Direct Investing is looking for a full-time Customer Experience Associate to join our team in Vancouver or Toronto. You will primarily be responsible for client communication and/or key client relationships. You will work to enhance the client experience by developing onboarding resources and processes and serving as an internal advocate and liaison for our advisors and clients. In addition, you will liaise with other business units to develop lifecycle communications. We have an amazing work culture that is collaborative and supportive with lots of opportunity to grow. We look forward to welcoming you to our team

WHAT YOU WILL DO
- Assist the Client Experience manager in developing the Customer Success strategy
- Act as first line of communication with customer, fielding incoming inquiries, and triaging them to the correct internal team.
- Assist in training and enhancing the chatbot messaging
- Represent voice of customer in product development projects
- Collect, record, and report client feedback to leadership
- Actively participate in team meetings by sharing valuable experiences, best practices, insights, and new ideas
- Other projects and duties as required

WHAT YOU WILL BRING
- Have at least 3 years investment industry experience.
- Customer service, customer experience, or customer success in investment industry an asset.
- Experience working with MFDA, IIROC, or PM licensed advisors in Canada also an asset.
- Enrolment or completion of customer success and/or financial industry courses are an asset.
- Understanding of ETFs, individual securities, alternative assets, and mutual funds
- Understanding of Group Retirement industry
- Understanding of securities regulatory framework
- University degree preferred
- Canadian Securities Course preferred
- A “people person” by nature
- Exceptional verbal and written communication skills
- Ability to manage relationships
- Strong critical thinking and problem-solving skills
- Excellent research skills, including ability to comprehend and interpret complex situations
- Fluent in French/English is preferred
- Thrive in a dynamic work environment
- Ability to effectively liaise with other business units and project teams
- Outstanding organizational and time management skills
- Are proficient with technology and have a basic understanding of Microsoft Office, Dropbox, and G Suite
- Experience with Intercom a bonus

LI-HYBRID

CI Financial is an independent company offering global wealth management and asset management advisory services through diverse financial services firms. Since 1965, we have consistently anticipated and responded to the changing needs of investors. We are driven by a commitment to provide individuals and institutions with the highest-quality investments and advice. Our commitment to the highest levels of performance means that whatever their position, CI employees must be comfortable in a fast-paced environment that will stretch them to tap into their highest potential. Employees with a healthy dose of ambition, a desire to commit to a curious mindset for continuous learning, and a willingness to go the extra mile thrive at CI.

WHAT WE OFFER- Modern HQ location within walking distance from Union Station- Flexible & Hybrid Work Program- Equipment Purchase Program- Training Reimbursement- Paid Professional Designations- Employee Share Purchase Program (ESPP)- Corporate Discount Program- Enhanced group benefits- Parental Leave Top-up program- Fitness membership discounts- Volunteer paid Days- Complimentary vending machines

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