Pinnacle
4 weeks ago
Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience.
As part of the IGM family of companies, we are proud to be recognized as one of **Canada’s Top 100 Employers (2023)** by Mediacorp Canada Inc. for empowering our teams with the resources to thrive in a collaborative environment, where wellness is at the forefront.
**_WE WANT YOU TO JOIN OUR TEAM OF WINNERS_**
**What is the role of the Client Experience Specialist?**
- Screens and direct calls. Take adequate messages and relay them in a timely manner to appropriate members
- Answer queries, disseminate or explain information to callers and visitors both internal and external as required
- Escalates all client matters in a timely manner, as warranted by the situation.
- Ensures excellence in every interaction to provide a consistent experience for existing clients and prospects
- Schedules and manages Advisor/Client Appointments and events, participating and documenting key information where required
- Handles all client requests with the Advisor and/or the team within pre-defined SLA’s
- Contributes to the collective (team) achievement of pre-defined Retention, Client Happiness & Growth targets for IPC
- Provides absenteeism coverage for other support staff, as directed from time to time.
- When required, ensures accuracy of completed account/trade paperwork, financial plans and all client meeting documentation
- When required, coordinates client account/trade instructions for creation and completion.
- Provides ongoing feedback to the team to ensure all opportunities for business improvements are captured and reviewed
- Ensures that all client information is entered in the CRM
- Ad-hoc duties as required, and responsibilities may change from time to time
**What are the preferred qualifications for a Client Experience Specialist?**
- Professional Experience - Minimum 3-5 years in an Advisor/Client support role in a Financial Services firm. Life insurance experience is required. Alternate comparable experience will be considered.
- Education Requirements & Industry Knowledge - Post secondary diploma or degree in business, finance, economics or other related discipline. Completion of or working towards completion of the IFIC, CSC and/or CPH is preferred. This role will be supporting advisors and clients on the MFDA and IIROC platform.
- Computer software - Must have intermediate knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN.
**What is #lifeatIPC?**
- Awesome support in providing industry-leading training to help you succeed in your role
- Awesome community involvement opportunities through IPC Cares
- Awesome perks: benefits that fit your needs, pension, share purchase plan, corporate discount plans, social events, summer hours, and fun
- Awesome recognition: kudos, all-star program, rising star, and the circle of excellence
- Awesome Leadership teams that know your name
- If someone you know sounds like a great fit for this role, send them this job posting and encourage them to apply_
- If you continue in the selection process, please notify us of any particular accommodation you might require. Any information you send us will be treated with complete confidence._
- _________________________
**Quelles sont les fonctions du (de la ) spécialiste de l’expérience client?**
- Répondre aux demandes de renseignements des clients par téléphone, courriel, vidéoconférence ou en personne.
- Filtrer et acheminer les appels. Prendre efficacement les messages et les relayer dans les meilleurs délais aux personnes appropriées.
- Répondre aux demandes de renseignements, diffuser ou expliquer de l’information aux demandeurs et aux visiteurs internes et externes, selon les besoins.
- Transmettre rapidement à un échelon supérieur tous les cas problématiques avec la clientèle, lorsque la situation le justifie.
- Viser l’excellence dans chaque interaction pour fournir une expérience homogène aux clients actuels et potentiels.
- Organiser et gérer des rencontres et des événements conseiller(ère)-clients, y participer et fournir de l’information clé au besoin.
- Gérer toutes les demandes des clients avec les conseillers ou l’équipe conformément aux ententes sur les niveaux de service.
- Contribuer à l’atteinte collective (équipe) des cibles préétablies en matière de rétention et de satisfaction de la clientèle, et de croissance pour IPC.
- Faire du remplacement de temps à autre lorsque d’autres membres du personnel sont absents, selon les directives.
- Au besoin, assurer l’exactitude des documents relatifs aux comptes/opérations, des plans financiers et tous les documents relatifs aux rencontres avec
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