Customer Success Sr. Specialist at Mastercard engaging stakeholders and optimizing services. Supporting business growth through effective solutions in the payments ecosystem.
About the role
- Client Experience Specialist at Canada Life providing administrative support to advisors and ensuring excellent client service. Handling inquiries and coordinating client communication in a financial services environment.
Responsibilities
- 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.
Requirements
- 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.
- 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.
Benefits
- Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
- Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Company-matching pension plan, share ownership program and additional investment options.
- Employee recognition programs, service milestone celebrations, employee discounts and more!
- We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
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