Client Experience Specialist

6 days ago

PointeClaire, Canada The Canada Life Assurance Company Full time

Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

**What you will do**
- Screen 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
- Escalate all client matters in a timely manner, as warranted by the situation.
- Ensure excellence in every interaction to provide a consistent experience for existing clients and prospects
- Schedule and manage Advisor/Client Appointments and events, participating and documenting key information where required
- Handle all client requests with the Advisor and/or the team within pre-defined SLA’s
- Contribute to the collective (team) achievement of pre-defined Retention, Client Happiness & Growth targets for IPC
- Provide absenteeism coverage for other support staff, as directed from time to time.
- Ensure accuracy of completed account/trade paperwork, financial plans and all client meeting documentation
- Coordinate client account/trade instructions for creation and completion.
- Provide ongoing feedback to the team to ensure all opportunities for business improvements are captured and reviewed
- Ensure that all client information is entered in the CRM
- Ad-hoc duties as required, and responsibilities may change from time to time

**What you will bring**
- 2 years in an Advisor/Client support role in a Financial Services/Insurance firm
- Post secondary diploma or degree in business, finance, economics or other related discipline This role will be supporting advisors and clients on the MFDA platform.
- Initiate and maintain excellent relationships with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
- Excellent client service skills are required. Ability to anticipate client needs and timely follow up is expected.
- Organizational skills and time management - Able to multi-task, prioritize and should be comfortable working in a fast-paced environment.
- Must have knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN.

Investment Planning Counsel (IPC) est l’une des principales sociétés indépendantes de gestion du patrimoine au Canada. Notre groupe diversifié est constitué de personnes orientées sur un objectif : aider nos conseillers à bâtir une meilleure entreprise en offrant une expérience client remarquable.

En novembre 2023, la Canada Vie a fait l’acquisition d’IPC. La Canada Vie est membre du groupe de sociétés de la Corporation Financière Power et répond aux besoins de sécurité financière de plus de 13 millions de personnes au Canada, en plus d’exercer des activités en Europe et aux États-Unis.

Grâce à cette acquisition, les plateformes d’IPC et de la Canada Vie créent l’un des principaux fournisseurs de produits et services de gestion du patrimoine au Canada.

**Ce que vous ferez**
- Répondre aux demandes de renseignements des clients par téléphone, par courriel, par vidéoconférence et en personne.
- Filtrer et diriger les appels. Prendre les messages adéquats et les transmettre en temps opportun aux membres concernés de l’équipe.
- Répondre aux demandes de renseignements, transmettre ou expliquer des renseignements aux appelants et aux visiteurs, tant à l’interne qu’à l’externe, le cas échéant.
- Transmettre les dossiers des clients au niveau supérieur en temps opportun, en fonction de la situation.
- Assurer l’excellence de chaque interaction afin d’offrir une expérience uniforme aux clients existants et potentiels.
- Planifier et gérer les rendez-vous des conseillers/clients et les événements; participer aux activités et consigner les renseignements clés, au besoin.
- Traiter toutes les demandes des clients avec le conseiller ou l’équipe dans le respect des ententes sur le niveau de service prédéfinies.
- Contribuer à la réalisation collective (de l’équipe) des cibles prédéfinies en matière de fidélisation, de satisfaction de la clientèle et de croissance pour IPC.
- Assurer la couverture des absences pour les autres membres du personnel de soutien, selon les directives données de temps à autre.
- Veiller à l’exactitude des documents relatifs aux comptes et aux transactions, des plans financiers et de tous les documents liés aux rencontres avec les clients.
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