Client Experience Specialist II - Penticton

Overview  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.
As the Client Experience Specialist, you will be the ‘glue’ that binds all client relationships together. You will be the first voice people hear when they call in, and the first person they see when they visit. Major responsibilities include client servicing, client meeting coordination, review and follow up on client communication and documentation, administrative support to advisors and other duties as assigned.

The ideal candidate will be MFDA or IIROC licensed, or willing to complete all required continuing education requirements for licencing.
Integral to the success of this role, the ideal candidate must possess effective communication skills, empathy, optimism and a strong focus on growth both personally and professionally.
What You Will Do   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
What You Will Bring   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 Office
365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, Net Rep and NBCN.
The base salary for this position is between  $50,900   - $ 76,400  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.
Career opportunities will be open a minimum of 5 business days from the date of posting. Closing dates will vary depending on the search activity. All applications received will be reviewed on a…