Canada Life

Client Experience Specialist II

Canada Life

full-time

Posted on:

Location Type: Office

Location: Mississauga • Canada

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Salary

💰 CA$50,900 - CA$76,400 per year

About the role

  • 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.

Requirements

  • 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 IIROC 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.
Benefits
  • Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
  • Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
  • In addition to regular vacation and personal days, we support community involvement with a volunteer day.
  • Company-matching pension plan, share ownership program and additional investment options.
  • Employee recognition programs, service milestone celebrations, employee discounts and more!
  • We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client supportfinancial planningaccount managementtrade instructionsbusiness improvement
Soft Skills
client servicerelationship managementorganizational skillstime managementmulti-taskingprioritizationanticipation of client needs
Certifications
IFICCSCCPH