Client Experience Liaison

3 weeks ago

Mississauga, Ontario, Canada Investment Planning Counsel Full time

At Investment Planning Counsel, we're seeking a highly skilled Client Experience Specialist to join our team. As a key member of our team, you will be responsible for delivering exceptional client experiences through effective communication, empathy, and a strong focus on growth.

Key responsibilities include:

  • Ensuring excellence in every interaction to provide a consistent experience for existing clients and prospects
  • Scheduling and managing Advisor/Client appointments and events, participating and documenting key information where required
  • Handling all client requests with the Advisor and/or the team within pre-defined SLA's
  • Responding to client inquiries via telephone, email, video conference and in person
  • Screening and directing calls. Taking adequate messages and relaying them in a timely manner to appropriate members
  • Answering queries, disseminating or explaining information to callers and visitors both internal and external as required
  • Contributing to the collective (team) achievement of pre-defined Retention, Client Experience & Growth targets for IPC
  • When required, ensuring accuracy of completed account/trade paperwork, financial plans and all client meeting documentation
  • Providing ongoing feedback to the team to ensure all opportunities for business improvements are captured and reviewed

Preferred qualifications include:

  • Minimum 3-5 years in an Advisor/Client support role in a Financial Services firm. Alternate comparable experience will be considered.
  • 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. This role will be supporting advisors and clients on the Investment Dealer platform.
  • Able to foster 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.
  • Able to multi-task, prioritize and should be comfortable working in a fast-paced environment.
  • Must have intermediate knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, FundServ, UVC, iMost, NetRep, NBIN Portal and/or Compass.

At IPC, we offer a dynamic and supportive work environment, with opportunities for growth and development. We're committed to helping our employees succeed and thrive in their careers.

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