Client Experience Specialist

Description:

The Client Experience Specialist at Canada Life plays a pivotal role in delivering exceptional service to clients and supporting financial advisors. This role ensures that clients receive consistent, high-quality experiences and that advisors have the administrative support they need to manage client relationships effectively.

Key responsibilities include:

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

• Directing calls, taking messages, and relaying information promptly to the appropriate team members.

• Scheduling and managing advisor/client appointments and events while documenting key information.

• Coordinating client account/trade instructions and ensuring the accuracy of account/trade paperwork, financial plans, and meeting documentation.

• Escalating client matters as appropriate and ensuring all interactions meet defined service level agreements (SLAs).

• Contributing to team goals related to client retention, happiness, and growth.

• Providing coverage for other support staff as needed.

• Ensuring all client information is accurately entered into the CRM system.

• Offering feedback to improve business processes and client service delivery.

Qualifications:

• Minimum 2 years of experience in an Advisor/Client support role in financial services or insurance.

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

• Completion of or working towards IFIC, CSC, and/or CPH is preferred.

• Knowledge of the MFDA and IIROC platforms.

• Strong client service skills with the ability to anticipate client needs.

• Excellent organizational skills, time management, and the ability to multi-task in a fast-paced environment.

• Proficiency in Office365, PowerPoint, Word, Outlook, Excel, and SharePoint.

• Intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep, and NBCN is a plus.

Locations Hiring Across Canada:

• Ontario: Aurora, Brantford, Cobourg, Dunnville, Georgetown, Kingston, Leamington, Midland, Milton, Mississauga, Oakville, Ottawa, Orillia, Owen Sound, Peterborough, Port Elgin, Sauble Beach, Sault Ste. Marie, Simcoe, St. Catharines, Sudbury, Walkerton, Windsor, Whitby

• Alberta: Calgary, Cold Lake, Edmonton, Sherwood Park

• British Columbia: Nanaimo, Penticton

• Manitoba: Winnipeg

• New Brunswick: Moncton

• Nova Scotia: Bedford, Dartmouth

• Quebec: Pointe-Claire

Benefits and Culture:

• Canada Life offers a diverse and inclusive workplace where employees can excel and grow professionally.

• Employees have access to training, mentorship, and opportunities to enhance client and advisor experiences.

• Commitment to accessibility, equity, and removal of employment barriers.