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Client Experience Specialist
4 months ago
Client Experience Spcialist
Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada with over 40 branches across the country. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience. Each member of our team plays a specific role in meeting this objective.
The Client Experience Specialist works closely with the team and creates a remarkable experience for new and existing clients that delivers peace of mind while encouraging them to Live Their Dream. The role of the CES is to assist and support the Advisor and team with administration so that their time is best spent working directly with clients.
What you will do
- Professionally respond to all client inquiries through calls, email, and in person.
- Manage the office calendar, client appointments, and events.
- Coordinate the client onboarding process ensuring our new clients have an exceptional experience.
- Prepare, in advance, all meeting documentation for client and prospect meetings for the Advisor.
- Coordinate client account/trade instructions for creation and completion with instruction provided by the Advisor.
- Ensure the accuracy of documentation such as: account/trade paperwork, financial plans, and follow ups on account and transaction workflow and client meetings.
- Escalate all client matters in a timely manner, as warranted by the situation.
- Optimize our CRM and software to fully support our business.
- Work collaboratively and maintain excellent relationships with branch support staff, IPC Head Office and other key stakeholders (marketing, operations, compliance).
- Proactively seek ways to improve client service, new client onboarding, and operations, and provides feedback to ensure all opportunities for business improvements are captured.
What you will bring
- Exceptional organization and time management skills with the ability to multi-task, prioritize, and create and follow systems.
- Ability to provide a remarkable client/customer experience through effective communication and collaboration with the team, and by anticipating client needs.
- 2+ years of Administrative Assistant or Support experience, preferably in a financial advisory firm.
- Proficiency in Microsoft Office365, Outlook, Excel, Word, Teams, and SharePoint as well as CRM software (Salesforce, UVC). Knowledge of NBIN, Univeris, and/or FundServ would be an asset.
- Basic insurance knowledge would be an asset.
- Completion of or working towards completion of the IFIC, CSC and/or CPH would be an asset.
- Post secondary diploma or degree in business, finance, economics, or other related discipline would be an asset.
If you continue in the selection process, please notify us of any accommodations you might require. Any information you send us will be treated with complete confidence.
Spécialiste, Expérience client
Comptant plus de 40 succursales au pays, Investment Planning Counsel (IPC) est l’une des sociétés de gestion du patrimoine indépendante qui croît le plus rapidement au Canada. Notre groupe diversifié est constitué de personnes orientées sur un objectif : aider les conseillers à bâtir une meilleure entreprise en offrant une expérience client remarquable. Chaque membre de notre équipe joue un rôle précis dans l’atteinte de cet objectif.
La ou le spécialiste, Expérience client travaille en étroite collaboration avec les équipes pour proposer aux clients nouveaux ou existants une expérience remarquable, de manière à leur offrir une tranquillité d’esprit tout en les encourageant à vivre leurs rêves. Le rôle de la ou du spécialiste, Expérience client est d’aider et de soutenir les conseillers et leurs équipes dans les tâches administratives, afin de leur dégager du temps pour travailler directement avec les clients.
Ce que vous ferez
- Répondre aux demandes des clients par téléphone, par courriel et en personne
- Gérer le calendrier du bureau, les rendez-vous avec les clients et les événements
- Coordonner le processus d’intégration des clients en s’assurant que nos nouveaux clients vivent une expérience exceptionnelle
- Préparer pour les conseillers tous les documents nécessaires aux rencontres avec les clients existants et les clients potentiels
- Coordonner les directives de création et d’exécution relatives aux comptes / transactions des clients avec celles des conseillers
- Assurer l’exactitude des documents, notamment les documents relatifs aux comptes / transactions, les programmes financiers et les documents de suivi du flux de travail pour les comptes / opérations ainsi que les rencontres avec les clients
- Faire monter les dossiers des clients en temps voulu, au besoin, selon la situation
- Utiliser notre outil de GRC et nos logiciels de manière optimale, pour soutenir pleinement nos activités
- Travailler en collaboration avec le personnel de soutien de la succursale, les employés au siège social d’IPC et d’autres intervenants clés (marketing, exploitation, conformité), et maintenir d’excellentes relations avec eux
- Chercher de façon proactive des moyens d’améliorer le service à la clientèle, l’intégration des nouveaux clients et les activités d’exploitation; fournir une rétroaction pour veiller à ce que toutes les occasions d’amélioration soient saisies
Ce que vous apporterez
- Sens de l’organisation remarquable et excellente gestion du temps; capacité à mener plusieurs tâches de front, à dresser un ordre de priorités et à créer et suivre des systèmes
- Capacité à offrir une expérience client remarquable en communiquant et en collaborant efficacement avec l’équipe et en anticipant les besoins des clients
- De deux à cinq ans d’expérience comme adjointe administrative ou adjoint administratif ou comme membre du personnel de soutien, préférablement dans un cabinet de conseillers en sécurité financière
- Maîtrise de Microsoft Office 365, Outlook, Excel, Word, Teams et SharePoint ainsi que des logiciels de GRC (Salesforce, UVC) Connaissance de la BNRI, d’Univeris ou de FundServ (un atout)
- Connaissances de base de l’assurance (un atout)
- Cours de l’Institut des fonds d’investissement du Canada, cours sur le commerce des valeurs mobilières au Canada et/ou cours relatif au Manuel sur les normes de conduite réussis ou en voie d’être réussis (un atout)
- Diplôme d’études postsecondaires ou diplôme en affaires, en finance, en économie ou dans une autre discipline connexe (un atout)
Si vous poursuivez le processus de sélection, veuillez nous aviser de toute mesure d’adaptation dont vous pourriez avoir besoin. Tous les renseignements que vous nous enverrez seront traités en toute confidentialité.
