Client Experience Specialist

Description:

Canada Life, in partnership with Investment Planning Counsel (IPC), is seeking a Client Experience Specialist II to support advisors and clients in Owen Sound. This role serves as the first point of contact for clients and is essential in ensuring a consistent and exceptional client experience. Canada Life is a leading Canadian financial services provider with operations across Canada, Europe, and the United States, serving over 13 million clients.

Key Responsibilities:

• Respond to client inquiries via telephone, email, video conference, and in person.

• Screen and direct calls, take messages, and relay information timely.

• Escalate client matters appropriately to ensure timely resolution.

• Schedule and manage advisor/client appointments and events, documenting key information.

• Ensure accuracy of account/trade paperwork, financial plans, and all client meeting documentation.

• Coordinate client account/trade instructions and ensure CRM updates.

• Contribute to team goals, including retention, client satisfaction, and growth targets.

• Provide coverage for other support staff as needed and perform ad-hoc duties.

Required Qualifications:

• 2 years’ experience in advisor/client support within financial services or insurance.

• Post-secondary diploma or degree in business, finance, economics, or related field.

• Completion of IFIC, CSC, and/or CPH courses.

• MFDA/IIROC licensing or willingness to complete required licensing education.

• Proficiency with Office365, PowerPoint, Word, Outlook, Excel, and SharePoint; knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep, and NBCN is a plus.

Skills & Competencies:

• Excellent client service and communication skills.

• Strong organizational, time management, and multitasking abilities.

• Ability to anticipate client needs and follow up effectively.

• Empathy, optimism, and growth-focused mindset.

Benefits & Work Environment:

• Competitive base salary ($47400–$71100) plus potential additional compensation (bonus, commission).

• Hybrid work flexibility.

• Inclusive and diverse workplace promoting professional growth and well-being.

• Access to financial and benefit plan solutions for employees.

Diversity & Inclusion:
Canada Life is committed to an inclusive and accessible environment where employees and clients feel valued, respected, and supported. Applicants requesting accommodations during the hiring process will be provided reasonable support.