Client Experience Specialist

Position: Client Experience Specialist ON
Client Experience Specialist - Brantford, ON
Permanent Full Time

Investment Planning Counsel (IPC) is one of Canada’s leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

Over the past 25 years, our advisory teams have helped clients live their dreams through sound financial planning and comprehensive wealth management. At IPC, the Client Experience Specialist role is designed to support both Advisors and clients effectively.

In this position, you will provide administrative, operational, and client service support to one or more Advisors. This role is essential to maintaining efficient daily operations, delivering a high‑quality client experience, and ensuring compliance with regulatory and organizational standards. The ideal candidate is detail‑oriented, client‑focused, and comfortable in a fast‑paced professional environment.

What you will do
Support Advisors and contribute to exceptional client experiences through a variety of responsibilities, including:

Serve as a first point of contact for clients via phone, email, and in‑person interactions

Proactively call/email clients to schedule meetings for the advisors

Client meeting preparation including identifying opportunities, preparing agendas, investment summaries, disclosures and any outstanding service paperwork

Assist with client onboarding, account updates, and service requests

Follow up on client inquiries and ensure timely resolution

Prepare, process, and track client documentation and forms

Maintain accurate client records and files in CRM and internal systems

Support Advisors with calendar management and workflow coordination

Support compliance processes, audits, and record retention

Track tasks, deadlines, and follow‑ups to support Advisor productivity

Handle general office administrative duties

Contribute to team efficiency and continuous process improvement

What you will bring

High school diploma required; post‑secondary education in business, administration, finance, or a related field preferred

Prior experience in an Advisor support role in a Financial Services firm is an asset. Alternate comparable experience in client service/administration will be considered

Excellent communication, problem solving and interpersonal skills

Strong organization and attention to detail

Demonstrated ability to meet deadlines, take initiative and multi‑task

Ability to work independently, and effectively with employees and clients at all levels

Intermediate to advanced computer skills: proficiency with MS Office programs and CRM systems

Completion of CIRO proficiency requirements (CSC®, IFC®) and licensing an asset

Client‑focused mindset

Professionalism and reliability

Team collaboration and adaptability

The base salary for this position is between $53,500 - $80,200 annually. This represents base salary only and does not represent other variable compensation components of our total compensation (i.e., annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

What we offer

Career Development:
Opportunities for career advancement, access to industry‑leading learning programs and up to $2,000 annually towards education reimbursement.

Health & Wellness:
Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well‑being.

Time Off:
In addition to regular vacation and personal days, we support community involvement with a volunteer day.

Financial Security:
Company‑matching pension plan, share ownership program and additional investment options.

Rewards and Recognition:
Employee recognition programs, service milestone celebrations, employee discounts and more!

Emphasis on Community:
We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

EEO Statement
We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacq All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

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