Client Experience Specialist

4 weeks ago

Penticton, Canada Investment Planning Counsel Full time

Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada. We are a diverse group of people all driven towards one goal: helping advisors build a better business through a remarkable client experience.

About Us

We specialize in financial planning for individuals, families, and business owners.  Our team is friendly and compassionate, respectful, collaborative, proactive and professional.  We focus on one thing only – earning the trust and confidence of our client families to establish long-term advisory relationships. Each member of our team plays a specific role in meeting this objective. 

About You

You have a natural ability to work well with people and you genuinely like interacting with others. You pride yourself on exceeding the expectations of others, being a self-starter, and possessing the tenacity to get the job done.  You are accurate, solution & detailed oriented, and love keeping everyone organized.

You work collaboratively with other team members to create a team dynamic which inspires positive communication and workflow. You are confident and comfortable interacting with affluent clients and understand the importance of privacy when working with clients, their families, and friend groups.

The role of the Client Experience Specialist is to assist and support the Advisor and team with administration so that their time is best spent working directly with clients.  The role of CES is to work closely with the team and create an experience for new and existing clients with a ‘life planning’ mindset that delivers peace of mind while encouraging clients to Live Their Dream.

WE WANT YOU TO JOIN OUR TEAM OF WINNERS

What is the role of the Client Experience Specialist?

  • Professionally respond to client inquiries via telephone, email, video conference and in person.
  • Manage the office calendar, client appointments and events, participating and documenting key information where required. Coordinate and implement our comprehensive, pro-active, and highly personalized client experience.
  • Prepare, in advance, all meeting documentation for client and prospect meetings for Advisor.
  • Coordinate client account/trade instructions for creation and completion with instruction from Advisor.
  • Ensure the accuracy of account/trade paperwork, financial plans, and follow up on account and transaction workflow and client meeting documentation.
  • Optimize our CRM and software to fully support our business.
  • Coordinate the client onboarding process ensuring our new clients have an exceptional experience.
  • Work collaboratively and maintain excellent relationships with branch support staff, IPC Head Office and other key stakeholders (marketing, operations, compliance) to support best in class office and client management.
  • Escalate all client matters in a timely manner, as warranted by the situation.
  • Proactively seek ways to improve client service, new client onboarding, and operations and provides feedback to ensure all opportunities for business improvements are captured.
  • Ad-hoc duties as required, and responsibilities may change from time to time.

What are the preferred qualifications for a Client Experience Specialist?

  • Professional Experience – 3-5 years in an Administrative Assistant/Advisor support role in a financial advisory firm.  Alternate comparable experience will be considered.
  • Outstanding communication and interpersonal skills – ability to communicate and work collaboratively with everyone.
  • Exceptional organizational and time management skills– Able to multi-task, prioritize and create and follow systems.
  • Client experience and attention to detail – You love going the extra distance and enjoy doing something that will create a memorable experience and/or solve a problem.  Ability to anticipate client needs.
  • Computer skills - proficient in Microsoft Office365, Outlook, Excel, Word, Teams, and SharePoint as well as CRM software (Salesforce, UVC). Nice to have intermediate knowledge of Univeris, FundServ.
  • Basic insurance knowledge would be an asset.
  • Completion of or working towards completion of the IFIC, CSC and/or CPH would be an asset.
  • Education/Industry Knowledge - Post secondary diploma or degree in business, finance, economics, or other related discipline would be an asset.

What is # lifeatIPC?

  • Awesome support in providing industry-leading training to help you succeed in your role
  • Awesome community involvement opportunities through IPC Cares
  • Awesome perks: benefits that fit your needs, pension, share purchase plan, corporate discount plans, social events, summer hours, and fun
  • Awesome recognition: kudos, all-star program, rising star, and the circle of excellence
  • Awesome Leadership teams that know your name

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