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Client Experience Liaison

2 months ago

Nanaimo, British Columbia, Canada Canada Life Assurance Company Full time
About the Role:

As a Client Experience Specialist, you will be the key to delivering exceptional client service and ensuring a seamless experience for our clients. You will be the first point of contact for clients, responding to their inquiries and resolving any issues that may arise.

Key Responsibilities:
  • Respond to client inquiries via various communication channels
  • Screen and direct calls, taking adequate messages and relaying them in a timely manner to the appropriate team members
  • Answer queries, disseminate or explain information to clients as required
  • Escalate 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 meetings and events, participating and documenting key information where required
  • Handle client requests with the team within pre-defined Service Level Agreements (SLAs)
  • Contribute to the collective achievement of pre-defined Retention, Client Happiness & Growth targets for Canada Life Assurance Company
  • 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
  • Perform ad-hoc duties as required, and responsibilities may change from time to time
Requirements:
  • 2 years of experience 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
  • Excellent client service skills, with the ability to anticipate client needs and timely follow up
  • Organizational skills and time management, with the ability to multi-task, prioritize, and work in a fast-paced environment
  • Knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint
About Canada Life:

Canada Life is a leading insurer with interests in life insurance, health insurance, investment, and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses, and organizations.

What We Offer:

A competitive base salary, ranging from $43,600 to $65,300 annually, plus additional variable compensation components of our total compensation package.

Why Join Us:

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.