Job Description

Permanent Full Time

-

VPIC is looking to hire a driven, hands-on contributor for the role of Client Service Experience Specialist II. Our ideal candidate is someone with a “can-do” attitude who thrives in a fast-paced, entrepreneurial environment, enjoys interacting with clients and advisors, and is looking to grow their career in financial services. The role reports directly to and will be mentored by the Manager of Client Service and is in our Winnipeg office.

The Client Service Experience Specialist II is a critical member of the VPIC team who supports day-to-day servicing requests and executing on the VPIC Client Service Delivery model in a timely and detailed manner. The CES II provides a high level of support for Investment Counsellors, Relationship Managers, and external referral partners by enabling a seamless, high quality ‘White Glove’ experience for the advisors, clients, and families VPIC serves. The CES II also assists with the development and maintenance of process and procedural documentation and provides recommendations to support continuous improvement of the client service function to VPIC leaders.

What you will do

Client and Advisor Service

• Triage client service requests and account inquires, ensuring distribution to the appropriate recipients - Ensure day-to-day requests such as client inflows/outflows, deposits/withdrawals, client changes (name, address, status, etc.), and standard client reporting are handled on a priority basis in a professional and detailed manner
• Act as a resource to support Investment Counsellors and referring advisors by assisting with the completion of documents and managing account inquiries regarding transactions, payments, transfers, etc.
• Provide Client Portal support - Assist clients with accessing and navigating the client portal, troubleshooting issues, responding to inquiries, and collaborating with the Operations or IT team to resolve complex problems
• Resolve issues / challenges related to client accounts, liaising with clients, custodians, internal and external stakeholders
• Communicate with internal and external stakeholders in a sensitive and caring manner
• Provide status updates to VPIC Team members and leaders
• Assist with the development and maintenance of process and procedural documentation
• Provide recommendations for, and updates regarding, continuous improvement of the client service delivery model to the Manager of Client Service and other VPIC leaders as required
  Other duties as assigned

What you will bring

Education & Experience

• Undergraduate degree in Commerce, Business Administration, or related discipline
• Proven experience in client services or customer service role
• Two years of related experience in an investment or financial services environment, knowledge of the Canadian Securities industry is required
• Willingness to expand on professional qualifications by completing the CSC or similar program
• A combination of education and experience will be considered

Technical Knowledge

• Knowledge of investment principles, best practices, and emerging trends
• Technical fluency with the ability to learn and adapt to new technology effectively
• Working knowledge of Salesforce, PM software, and advisor operating systems is an asset
• Advanced proficiency in Microsoft Office: Outlook, Excel, PowerPoint, Word, Teams

Skills & Abilities

• Strong client service orientation with the ability to build collaborative working relationships based on mutual trust to meet goals
• Ability to communicate clearly and concisely, verbally and in writing, to ensure effective interaction with key stakeholders (internal and external) to manage, inform and influence successful outcomes
• Advanced organizational skills, adept at managing multiple tasks with competing deadlines
• Proven analytical, problem solving and decision-making skills
• Detail oriented with a general penchant for excellence
• Ability to be flexible in one’s approach to established plans based on emerging needs
• Entrepreneurial spirit with a creative outlook and resourceful nature

-

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

#LI-Hybrid