Client Experience Lead Financial Services

1 week ago

Victoria, Canada Fernhill Financial Corporation Full time

**About Us**
Fernhill Financial, together with our initiative **DesignWealth**, has been helping families in British Columbia, Alberta, and Manitoba for nearly 30 years. We’re not just about providing financial tools — we’re about creating clarity and empowering people with the advice and support they need to live with confidence.

We’re growing and looking for a **Client Experience Lead** who will ensure every client interaction feels seamless, professional, and genuinely caring. This role is the _heartbeat of our client relationships_ for our firm — the person clients remember because they feel seen, heard, and taken care of.

**What You’ll Do**

As the Client Experience Lead, you’ll be a central point of contact for our clients. You’ll manage the flow of their experience and keep our advisory and implementation teams coordinated. Your role is a mix of people interaction, process management, and proactive support.

**Key responsibilities include**:

- Managing client onboarding, documentation, and follow-ups
- Coordinating client meetings, reminders, and debriefs
- Maintaining our client systems (Cloven CRM, SideDrawer, and Microsoft 365 tools)
- Supporting account opening and transfer processes (documentation, data input, follow-up)
- Interacting with banks, fund companies, and insurers if needed
- Tracking timelines to ensure all reports, communications, and commitments are delivered promptly
- Providing coverage for team absences when needed

**What You Bring**

We’re looking for someone who is approachable, reliable, and energized by creating a great experience for others. You don’t need to be a financial expert (we’ll train you), but you do need to be detail-oriented, organized, and comfortable with fast-paced, people-first work.

**Preferred qualifications**:

- 3+ years of experience in client service or administrative support (financial services an asset)
- Excellent communication skills — both verbal and written
- Strong organizational and time management abilities
- Tech-savvy with Microsoft 365 (experience with SharePoint, Planner, Bookings is a plus)
- Comfortable learning and adapting to new software systems
- Discretion and professionalism in handling confidential information
- An interest in financial planning and helping people achieve their goals

**Why Join Us?**
- A career path in a growing financial services firm — with opportunities to learn and advance
- Health Spending Account and benefit options
- RRSP contributions
- Flex days and vacation time
- On-site secured parking
- A supportive, team-based culture that values both excellence and empathy
- A work week designed for balance**:Monday-Thursday, 8:30 AM-5:00 PM; Friday, 8:30 AM-2:30 PM**

**How to Apply**

If you’re excited about making a real impact on people’s financial lives while building a long-term career in a supportive team, we’d love to hear from you.

Please submit your **resume and a cover letter** outlining why you’d be a great fit for the Client Experience Lead role.

**Job Types**: Full-time, Permanent

Pay: From $25.00 per hour

Expected hours: 37.5 per week

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care

**Education**:

- DCS / DEC (preferred)

**Experience**:

- Client Service: 2 years (preferred)

Work Location: In person

Expected start date: 2025-09-29

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