Client Experience Coordinator

5 months ago

Winnipeg, Canada Rob-Lyn Financial Full time

**Overview**: As the Client Experience Coordinator within our exclusive Family Wealth Planning & Employee Benefits/Group Retirement firm in Winnipeg, you play a pivotal role in cultivating exceptional client relationships and ensuring memorable experiences. An essential part of delivering exceptional service involves hosting and managing client meetings within our office environment. Your focus on proactive engagement and personalized service will be instrumental in enhancing our clients' journey and supporting our advisors in delivering tailored financial planning and benefits consulting.

**Key Responsibilities**:
**1. Overall Client Experience (70% of Effort)**:

- Proactively schedule appointments and events for advisors, ensuring optimal focus and participant coordination.
- Serve as the welcoming point of contact for inbound and outbound client communication, gathering essential details for appointments.
- Offer personalized welcomes and attentive hospitality to clients and guests, ensuring a unique and comfortable experience that attends to their needs. This includes the provision of refreshments upon their arrival and assisting with coat handling.
- Maintaining the cleanliness, orderliness, and overall presentation of our workspace. This includes regular upkeep of communal areas, managing supplies and resources, and ensuring a clutter-free, organized space conducive to productivity.
- Creating and maintaining a professional and inviting office atmosphere for clients. This encompasses overseeing building service contracts, coordinating necessary maintenance for the premises, and ensuring the overall upkeep of our office space.
- Continuously seek enhancements for processes and efficiency to elevate the overall client experience, including sourcing and implementation of new technologies to enhance the client experience.
- Utilize client management systems to identify and integrate personalized client characteristics for tailored experiences.
- Facilitate the provision of "Introduction Kits" and follow-ups for new clients, ensuring a smooth onboarding experience.

**2. Event Coordination (15% of Effort)**:

- Organize and manage scheduling for team, charity, and client events.
- Source suitable venues and charitable partnerships within allocated budgets, coordinating vendors and ensuring event success.
- Prioritize client satisfaction and engagement throughout the planning and execution of events.

**3. Administrative Support (10% of Effort)**:

- Maintain and update the CRM system, ensuring accurate client information and appropriate categorization.
- Manage client updates, such as address or beneficiary changes, across all product lines.
- Address general client inquiries regarding products and statements promptly and effectively.
- Oversee incoming/outgoing mail and courier services, ensuring proper documentation and filing of client information.
- Collaborate with the team to implement high-quality client service based on established standards.

**4. Office Back-up (5% of Effort)**:

- Provide additional administrative support during peak processing times, staff absences, or vacation periods, ensuring seamless office operations.

**Qualifications for Your Success**:

- Outgoing and warm personality with the ability to display an exceptionally friendly and warm demeanor, genuinely enjoying interactions with and serving others.
- Demonstrate empathy and exceptional listening skills, understanding and responding effectively to clients' needs and concerns.
- Previous experience in a front office role is preferred, showcasing familiarity with client interactions and office dynamics.
- Exhibit excellent written, verbal, and interpersonal communication skills, enabling effective engagement with clients and team members.
- Demonstrate proven organizational capabilities, particularly in managing events, ensuring seamless coordination and execution.
- Showcase a creative and innovative mindset, capable of generating new ideas and approaches to enhance client experiences and events.
- Possess a strong self-driven work ethic, capable of working independently while also thriving in a collaborative team environment, contributing positively to team goals.

**We Offer**:

- Competitive Compensation: Enjoy a competitive salary with individual and team-based bonus programs, acknowledging and rewarding your contributions to our firm's success.
- Employee Benefits Package: Access a comprehensive employee benefits program that includes a Health Spending account, Wellness allowance, Employee & Family Assistance
- Program & virtual health to prioritize your well-being and health. These benefits are in addition to a traditional benefit offering including life insurance, short and long-term disability, critical illness and health and dental coverage.
- Vacation: Benefit from a vacation package ranging from 2 to 6 weeks on an escalating scale, ensuring you have ample me for rejuvenation and personal pursuits.

A Good Fit Ma

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