Client Experience Specialist

Are you looking to work in a professional environment, with a great team and culture? Are you looking for an organization that values a good work-life balance? If so, then…

Our client, Ayr Financial Services Inc. | Investment Planning Counsel currently has an opportunity for a Client Experience Specialist.

General Overview:

Investment Planning Counsel (IPC) is one of the fastest growing independent wealth management companies in Canada.

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 will 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 Mutual Fund Dealer or Securities licensed, or willing to complete all required continuing education requirements for licensing.

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.

This is an in office, client facing role.

What is the role of the Client Experience Specialist?

• Ensures excellence in every interaction to provide a consistent experience for existing clients and prospects.
• Schedules and manages Advisor/Client appointments and events, participating and documenting key information where required.
• Handles all client requests with the Advisor and/or the team within pre-defined SLA’s.
• Responds to client inquiries via telephone, email, video conference and in person.
• Screens 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.
• Escalates all client matters in a timely manner, as warranted by the situation.
• Provides absenteeism coverage for other support staff, as directed from time to time.
• When required, ensures accuracy of completed account/trade paperwork, financial plans and all client meeting documentation.
• When required, coordinates client account/trade instructions for creation and completion.
• Provides ongoing feedback to the team to ensure all opportunities for business improvements are captured and reviewed.
• Ensures that all client information is entered in the CRM.
• Ad-hoc duties as required, and responsibilities may change from time to time.

What are the preferred qualifications for a Client Experience Specialist?

• Professional Experience - Minimum 3 years in an Advisor/Client support role in a Financial Services. Alternate comparable experience will be considered – Banking, Insurance.
• Education Requirements & Industry Knowledge – Preference given to 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 both the Mutual Fund and Securities platforms.
• Relationships - Able to foster and maintain excellent relationships with clients, advisors, branch support staff, IPC Head Office staff and other key stakeholders.
• Communication - 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.
• Computer software – Must have intermediate knowledge of Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, FundServ, UVC, iMost, NetRep, NBIN Portal and/or Compass.

About the Company:

Ayr Financial Services Inc. | Investment Planning Counsel is an independent full service financial services office that provides a tailored Client Experience, ensuring the financial security of our clients. Our team of business professionals are driven by their core values of integrity, relationships, teamwork, enthusiasm, communication, and stewardship.

We offer a competitive salary, along with group health benefits and an opportunity for group RRSP matching.

If you have the required background and are looking to work for and organization with a great culture and values, please respond to this ad, in confidence and send your resume.

In accordance with the Ontario Human Rights Code and Accessibility for Ontarians with Disability Act, 2005, we are committed to meeting the needs of people with disabilities and will do so by preventing and removing barriers to accessibility in all parts of the hiring process. Reasonable accommodations will be provided when raised during the recruitment process.

We thank all candidates who apply, however, only those selected for a personal interview will be contacted. No phone calls and/or agencies please.

Job Type: Full-time

Salary: $45,000.00-$50,000.00 per year

Benefits:

• Extended health care
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Work Location: In person