Senior Client Services Representative
4 weeks ago
About Common Wealth Retirement
We are a financial technology company whose mission is to make financial security in retirement accessible to everyone. We have quickly become Canada's fastest-growing group retirement provider, having more than doubled in our client base in 2023 and now serving members and employers in every Canadian province.
Our Vision
We strive to be a true partner in powering the growth of our advisors' businesses by providing a user-friendly, value-for-money retirement planning and saving experience powered by an award-winning retirement technology platform.
Your Role
We are looking for a Client Support Specialist to join our team and make significant contributions to ensure our members and employers are getting the most out of their workplace retirement plan, receive expert administration support and are provided with an exceptional experience.
Key Responsibilities:
- Client Support
- Act as the first point of contact for members and employers, answering questions and resolving issues, providing product and service information.
- Provide exceptional client service over multiple communication channels, including phone, chat, and email, while updating the case tracking system.
- Deep Understanding of Operations
- Navigate the robust administration dashboard to proactively triage any issues that arise.
- Utilize dashboards and other information to report metrics, including compliance issues to key members of the team.
- Customer Success and Innovation
- Engage with clients to identify issues and enhance support.
- Implement innovative processes for better client engagement and service delivery.
- Work with various teams to spot opportunities or risks, and create client support materials like FAQs and training videos to improve the overall client experience.
Why Join Us
We are a dynamic and rapidly growing organization that values exceptional customer service and innovation. If you are passionate about delivering outstanding support and driving business growth, we would love to hear from you.
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