Client Experience Specialist II - Penticton Permanent Full Time 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 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 Office365, PowerPoint, Word, Outlook, Excel, and SharePoint. Nice to have intermediate knowledge of Univeris, Plan Plus, iMost, Croesus, NetRep and NBCN. Base salary for this position is between $50,900 and $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). Location: Penticton British Columbia, British Columbia, CA, V2A 5L5 #J-18808-Ljbffr