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Client Experience Specialist
2 months ago
We are seeking a highly skilled Client Experience Specialist to join our team at Canada Life Assurance Company. As a Client Experience Specialist, you will play a critical role in delivering exceptional client service and support to our advisors and clients.
Key Responsibilities- Provide timely and effective responses to client inquiries, ensuring a high level of satisfaction and loyalty.
- 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 callers and visitors as required, ensuring accuracy and consistency.
- Escalate client matters in a timely manner, as warranted by the situation, to ensure seamless resolution.
- 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 Service Level Agreements (SLAs).
- Contribute to the collective achievement of pre-defined Retention, Client Happiness & Growth targets for Canada Life.
- 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.
- 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. Completion of or working towards completion of the IFIC, CSC and/or CPH is preferred.
- 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. Intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN is a plus.
We offer a competitive salary range of $43,600 - $65,300 annually, representing base salary only. This position does not include other variable compensation components of our total compensation package. If selected to move forward in our recruitment process, your recruiter will discuss additional details of our total rewards program with you.
Career opportunities will be open for a minimum of 5 business days from the date of posting, with closing dates varying depending on search activity. All applications received will be reviewed on a rolling basis.
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.
