Client Experience Specialist II

Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC.  Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life's existing wealth platforms create one of Canada's leading wealth providers.

As the Client Experience Specialist, you will be the 'glue' that binds all client relationships together, you will be the first voice people hear when they call in, and the first person they see when they visit. Major responsibilities will include client servicing, client meeting coordination, review and follow up on client communication and documentation, administrative support to advisors and other duties as assigned. The ideal candidate will be MFDA or IIROC licensed, or willing to complete all required continuing education requirements for licencing.

Integral to the success of this role the ideal candidate must possess effective communication skills, empathy, optimism and a strong focus on growth both personally and professionally.

What You Will Do

• Respond to client inquiries via telephone, email, video conference and in person
• Screen and direct calls. Take adequate messages and relay them in a timely manner to appropriate members
• Answer queries, disseminate or explain information to callers and visitors both internal and external as required
• Escalate all client matters in a timely manner, as warranted by the situation.
• 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 SLA's
• Contribute to the collective (team) achievement of pre-defined Retention, Client Happiness & Growth targets for IPC
• 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
• Ad-hoc duties as required, and responsibilities may change from time to time

What You Will Bring

• 2 years 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. This role will be supporting advisors and clients on the MFDA platform.
• Initiate 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.
• Organizational skills and time management – Able to multi-task, prioritize and should be comfortable working in a fast-paced environment.
• Must have knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN.

The base salary for this position is between
$49,900
- $ 74,800
annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed. You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

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.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.