Permanent Full Time
Reporting to the Manager, Operations the
Client Experience Specialist (CES), 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, processing and administrative support to advisors and other duties as assigned.
The ideal candidate will hold a Life and A&S License and be willing to obtain an MFDA license, and 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, attention to detail and a strong focus on growth both personally and professionally.
We value talent development and internal career progression. This role provides a strong foundation for future opportunities across the organisation, allowing the successful candidate to expand their skills, explore new areas of interest, and pursue advancement as suitable opportunities arise.
What You Will Do
- Respond promptly 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), business and personal goals and targets.
- Provide coverage for other support staff, as directed from time to time.
- Ensure accuracy of completed paperwork, financial plans and all client meeting documentation
- Coordinate client account/trade instructions for creation and completion.
- Processing insurance and investment new business and in-force service work from start to finish, ensuring accuracy and timely follow-up.
- Ensure that all client information and documentation is entered in the CRM/files.
- Provide ongoing feedback to the team to ensure all opportunities for business improvements and efficiencies are captured and reviewed.
What You Will Bring
- 2 years in an Advisor/Client support role in a Financial Services/Insurance firm.
- Initiate and maintain excellent relationships with clients, advisors, branch support staff, head office staff, carrier contacts and other key stakeholders.
- Excellent client service skills are required. Ability to anticipate client needs and timely follow up is expected.
- Adaptability to changes in product, process, procedures and technology, with an understanding of the need to quickly change priorities and respond in a positive manner
- Strong problem-solving skills and positive, can-do attitude
- Organizational skills and time management – able to multi-task, prioritize and comfortable working in a fast-paced environment.
- Proficiency of MS Office programs such as Word, Outlook, Excel, Power Point, MS Teams, SharePoint, and aptitude for learning new technology
- Knowledge of Univeris, CRM and other industry systems and software an asset.
The base salary for this position is between
$45,900 - $68,800 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 rolling basis.
Grow with Canada Life
We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.
We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!
What we offer:
We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:
- 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.
Learn more about Canada Life.
We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. 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.
