Client Service Associate

Reporting to the Manager of Client and Advisor Service, the Client Service Associate provides high-level service and support to VPIC clients and advisors. The incumbent is a critical member of the team and ultimately owns the new client onboarding process. The Client Service Associate liaises with internal Portfolio Managers and external Advisors to ensure a seamless, high quality ?White Glove' client experience by attending new client meetings, preparing documentation, and executing on the VPIC Client Service Delivery model in a timely and detailed manner.

The Client Service Associate also supports the Manager, Client & Advisor Service with the development and maintenance of process and procedural documentation and provides recommendations for, and updates regarding, continuous improvement of the client service function to VPIC leaders.

**Responsibilities**
- ** New Client Onboarding (50%)**:

- Collaborate with Custodian as may be required to facilitate the process
- Liaise with internal PMs, external advisors and custodian to negotiate, troubleshoot, and provide ongoing updates on onboarding and client related matters
- Responsible for the end-to-end ownership of the client onboarding process ensuring accuracy and efficiency while offering a seamless, high quality ?White Glove' client experience
- Prepare and organize paperwork for onboarding, account opening, and client change processes
- Become a Mako Power User, with the ability to provide demos to internal and external stakeholders as may be required
- Attend client onboarding meetings with Portfolio Managers (PMs) and Relationship Managers to ensure a smooth onboarding experience, and to establish the role and value the Client Service Team provides to clients on an ongoing basis
- Work collaboratively with PMs and Investment Associate to execute on meeting follow-up items pertaining to supporting information for onboarding
- Prepare Custodial and VPIC documents: Investment Policy Statements (IPS), Client biographical information forms, Portfolio Management Agreements ensuring accuracy for completion by Client/Advisor/Referring agents
- Prepare Transfer documents/forms to ensure timely transfer of investment assets to VPIC
- Analyze relinquishing statements to determine if all assets can transfer in kind
- Prepare transfer forms and notes for Portfolio Managers as to any transfer exceptions (i.e. proprietary holdings, GICs, wet sigs, partial transfers, DRS, etc.)
- Follow up with Custodian (Credential) regarding transfers ensuring timeliness of completion, track receipt of assets, follow up and troubleshoot as necessary
- Process deposits / EFTs upon account opening
- Upload and input IPS, PMA, KYC information into PM software, CRM, and Client Portal
- Compile and ensure the distribution of Welcome Packages for all new clients, unless PM requests otherwise

**Client and Advisor Service (40%)**
- Triage service requests and account inquires arriving to Client Service Inbox and Service Request Queue ensuring they are distributed to appropriate individual
- Ensure day-to-day requests such as client inflows/outflows, deposits/withdrawals, client changes (name, address, status, etc.), and standard client reporting are handled on a priority basis in a professional and detailed manner
- Inform Portfolio Management Team of client changes upon updating
- Account inquires regarding investment management and performance should be forwarded to the Investment Associate and/or PM for handling
- Estate Settlements and service escalations should be forward to the Manager, Client & Advisor Service
- Guide clients and advisors through the online setup process and how to utilize information contained in the Client Portal
- Act as a resource to Advisors for proper completion of documents, and manage inquiries regarding account activity such as transactions, payments, and transfers
- Run reports as requested by advisors and external agents
- Resolve issues / challenges related to client accounts (i.e. transfers, payments, account openings and closings) liaising with clients, custodians, internal and external stakeholders
- Communicate with internal and external stakeholders in a sensitive and caring manner
- Develop and maintain relationships, attend industry and external events including but not limited to VPI Annual General Meeting and Speaker Series events
- ** Business Process Management and Continuous Improvement (5%)**:

- Support the Manager, Client & Advisor Service with the development and maintenance of process and procedural documentation
- Provide recommendations for, and updates regarding, continuous improvement of the client service delivery model to the Manager, Client & Advisor Service and other VPIC leaders as required
- **Other duties as assigned (5%)**

**Qualifications**

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**Education & Experience**
- Undergraduate degree in Commerce, Business Administration, Economics, or related discipline
- Willingness to expand on professional qualifications