Client Service Associate
4 months ago
**Company Description**
Value Partners Investments manages approximately $4 Billion of assets for clients across Canada. The Executive Assistant plays a critical role in ensuring the appropriate flow of work and communications between the President of the company, the Executive team, Board of Directors, and our clients.
Reporting to the Manager of Client and Advisor Service, the Client Service Associate provides high-level service and support to VPIC clients and advisors. The incumbent is a critical member of the team and ultimately owns the new client onboarding process. The Client Service Associate liaises with internal Portfolio Managers and external Advisors to ensure a seamless, high quality ‘White Glove’ client experience by attending new client meetings, preparing documentation, and executing on the VPIC Client Service Delivery model in a timely and detailed manner.
The Client Service Associate also supports the Manager, Client & Advisor Service with the development and maintenance of process and procedural documentation and provides recommendations for, and updates regarding, continuous improvement of the client service function to VPIC leaders.
**Responsibilities**
- **New Client Onboarding (50%)**
- Collaborate with Custodian as may be required to facilitate the process
- Liaise with internal PMs, external advisors and custodian to negotiate, troubleshoot, and provide ongoing updates on onboarding and client related matters
- Responsible for the end-to-end ownership of the client onboarding process ensuring accuracy and efficiency while offering a seamless, high quality ‘White Glove’ client experience
- Prepare and organize paperwork for onboarding, account opening, and client change processes
- Become a Mako Power User, with the ability to provide demos to internal and external stakeholders as may be required
- Attend client onboarding meetings with Portfolio Managers (PMs) and Relationship Managers to ensure a smooth onboarding experience, and to establish the role and value the Client Service Team provides to clients on an ongoing basis
- Work collaboratively with PMs and Investment Associate to execute on meeting follow-up items pertaining to supporting information for onboarding
- Prepare Custodial and VPIC documents: Investment Policy Statements (IPS), Client biographical information forms, Portfolio Management Agreements ensuring accuracy for completion by Client/Advisor/Referring agents
- Prepare Transfer documents/forms to ensure timely transfer of investment assets to VPIC
- Analyze relinquishing statements to determine if all assets can transfer in kind
- Prepare transfer forms and notes for Portfolio Managers as to any transfer exceptions (i.e. proprietary holdings, GICs, wet sigs, partial transfers, DRS, etc.)
- Follow up with Custodian (Credential) regarding transfers ensuring timeliness of completion, track receipt of assets, follow up and troubleshoot as necessary
- Process deposits / EFTs upon account opening
- Upload and input IPS, PMA, KYC information into PM software, CRM, and Client Portal
- Compile and ensure the distribution of Welcome Packages for all new clients, unless PM requests otherwise- **Client and Advisor Service (40%)**
- Triage service requests and account inquires arriving to Client Service Inbox and Service Request Queue ensuring they are distributed to appropriate individual
- 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
- Inform Portfolio Management Team of client changes upon updating
- Account inquires regarding investment management and performance should be forwarded to the Investment Associate and/or PM for handling
- Estate Settlements and service escalations should be forward to the Manager, Client & Advisor Service
- Guide clients and advisors through the online setup process and how to utilize information contained in the Client Portal
- Act as a resource to Advisors for proper completion of documents, and manage inquiries regarding account activity such as transactions, payments, and transfers
- Run reports as requested by advisors and external agents
- 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
- Develop and maintain relationships, attend industry and external events including but not limited to VPI Annual General Meeting and Speaker Series events- **Business Process Management and Continuous Improvement (5%)**
- Support the Manager, Client & Advisor Service with the development and maintenance of process and procedural documentation
- Provide recommendations for, and updates regarding, continuous improvement of the client service deli
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