Client Experience Specialist - Toronto, Canada - Canada Life Assurance Company

Canada Life Assurance Company

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Job Description:

We are looking for a Client Experience Specialist.

The primary responsibility of the individual is to support the Client Experience Team at the Financial Solutions Centre to effectively deliver on providing exceptional customer experience.

The individual uses expertise to identify and meet the needs of clients and offer resolution to escalations by handling questions or complaints on multiple line of business, taking full ownership of potential client issues, and acting like an owner to ensure tasks are completed quickly and accurately while adhering to compliance standards.

Using data from the Client Satisfaction Survey, this individual will help identify trends, complete reporting, and address client concerns stemming from responses.

Finally, this individual will work with the Business Acquisition team to smoothly transition new clients to the FSC.

What you will do

Manage client escalations/complaints from outset to resolution. Record and track escalations per FSC process.
Meets with advisors who are selling their books to the FSC to discuss high networth clients and those requiring special handling. Reports on highnetworth clients.
Provides input to inform continuous refinement of the client experience model.
Work with partners in field management to find new advisors for clients, when required

What you will bring

5 years in the Canadian banking, insurance, and/or financial advice channels with specific emphasis on investment fund products and services.
Experience in delivering customer service with a track record of consistently high customer satisfaction
Experience in and management of conflict resolution and client deescalation
Understanding of how to discern customers' needs, consistently deliver superior service, make customers feel highly valued, and build their loyalty.
Confident communicator with the ability present and transfer complex knowledge in a manner that is clear, effective, and appropriate for the audience (both written and verbal)
Ability to prioritize effectively and manage workflow.
Quick thinking and innovative
Strong knowledge of savings, investment and insurance products/services and financial planning concepts.
Track record of working with investment products and services in customerfacing role
Sound working knowledge of MS Office products, Investment Centre, Salesforce/Workspace
Strong background in financial services industry and understanding of the regulatory climate
Valid mutual fund registration required
Valid life insurance license (LLQP) required.

_ Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg._
**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed.

You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee _

- has the opportunity to_
- reach their potential._

**_
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted_**.

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