Senior Client Experience Expert

1 week ago

Montreal, Quebec, Canada IG Wealth Management Full time
About the Role

IG Wealth Management is seeking a highly skilled and experienced Senior Client Experience Specialist to join our team. As a key member of our client experience team, you will be responsible for providing exceptional support to our top financial advisors, ensuring that they have the resources and expertise needed to deliver outstanding client service.

Key Responsibilities
  1. Relationship Management: Establish and maintain strong relationships with advisor teams, acting as the primary point of contact for operational inquiries and ensuring resolution according to company policies and procedures.
  2. Complex Case Management: Handle complex cases and quarterback any requiring specialist intervention, ensuring first contact resolution and the most efficient resolution process.
  3. Anticipatory Problem-Solving: Regularly review and anticipate potential issues, providing ideas and continuous improvement approaches to enhance processes and the client experience, fostering an environment of innovation and empowerment.
  4. Risk Assessment and Coordination: Assess risks associated with complex products and services, coordinating work performed by other service departments and ensuring timely delivery to avoid financial losses and reputational damage, contributing to a seamless and efficient service delivery.
  5. Education and Communication: Contribute to the education of advisor teams on processes, policies, and procedures, proactively communicating service concerns and solutions to enhance advisor understanding and collaboration, fostering strong and collaborative relationships.
  6. Personalized Assistance: Provide expert guidance on requirements for transactions, complex cases, adjustments, and exceptions, ensuring an effortless experience for advisors and clients.
What We Offer
  1. IG Wealth Management is recognized among one of Canada's Top 100 Employers, offering a competitive salary, bonus opportunities, and several flexible and advantageous benefits for you and your family.
  2. A hybrid office and remote work environment, allowing you to balance work and personal life.
  3. Three weeks of vacation and up to 10 paid personal/wellness days per year, ensuring you have time to recharge and pursue your interests.
  4. A flexible benefits plan that lets employees customize coverage to suit their personal needs through a flexible health benefits plan.
  5. Parental leave top-up to 100% of your salary for a period of 25 weeks, supporting you in your role as a parent.
  6. A defined contribution pension plan and share purchase plan available to all employees, helping you plan for your future.
  7. A health and wellness program focused on four key pillars: physical, mental, social, and financial, promoting your overall well-being.
  8. Employees are encouraged to get involved in charities and will receive paid time off to volunteer (up to 2 paid days per year), giving back to your community.
  9. Managers who support your development through coaching and managing opportunities, helping you grow in your career.
  10. A dynamic work culture where employees are encouraged to learn, develop, and collaborate with teams, fostering a sense of community and teamwork.
  11. A culture that recognizes and celebrates employee milestones and accomplishments, acknowledging your hard work and dedication.
  12. Diversity and inclusion programs, including an active network of Employee Resource Groups, promoting a culture of inclusivity and respect.
  13. A dress for your day policy, allowing you to dress comfortably and professionally.
  14. Financial support offered for employees to complete industry-related courses/certifications, helping you stay up-to-date with industry developments.
  15. Extensive professional development opportunities, including access to over 11,000 training and development courses, and financial support offered for employees to complete industry-related courses/certifications.
  16. Telemedicine, providing you with convenient access to medical care.
  17. Transit subsidies, helping you save money on your daily commute.
Qualifications
  1. Post-secondary degree or equivalent, demonstrating your academic achievement.
  2. Relevant industry certifications, such as IFIC, CSC, or other, showcasing your expertise and knowledge.
  3. More than 3 years related work experience in the mutual fund or financial services industry, highlighting your experience and skills.
  4. Excellent communication skills, verbal and written, with demonstrated ability to articulate relevant information and direction in an organized and concise manner.
  5. Strong problem-solving abilities, with the capacity to analyze complex cases and provide innovative solutions.
  6. Adaptability and flexibility to thrive in a fast-paced and evolving work environment.
  7. Ability to work effectively in a team environment, collaborating with colleagues to deliver exceptional client service.
  8. Proficiency in using technology and CRM systems to track service requests, manage cases, and tasks.
  9. Bilingual: French & English (spoken & written), ensuring you can communicate effectively with our diverse client base.

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