Client Service Associate - Jobs in Winnipeg region

Job Description

Job DescriptionThe Client Service Associate ensures a high level of support for Investment Counsellors, Relationship Managers, and external Referring Advisors by enabling a seamless, high quality ‘White Glove’ experience for the advisors, clients, and families VPIC serves.The Client Service Associate also supports the Manager of Client Service with the development and maintenance of process and procedural documentation and provides recommendations for, and updates regarding, continuous improvement of the client service function to VPIC leaders.Responsibilities· Client and Account Onboarding (50%)

• Act as subject matter expert for the Account Opening process ensuring requirements are gathered efficiently
• Collaborate with Custodian as may be required to facilitate the process
• Liaise with Investment Counsellors, external advisors and custodian to triage, troubleshoot, and provide ongoing updates on onboarding and client related matters
• Responsible for the end-to-end ownership of the client onboarding process ensuring accuracy and efficiency while offering a seamless, high quality ‘White Glove’ client experience
• Prepare and organize paperwork for onboarding, account opening, and client change processes
• Work collaboratively with Investment Counsellor Team to execute on meeting follow-up items pertaining to supporting information for onboarding
• Prepare Custodial and VPIC documents: Investment Policy Statements (IPS), Client biographical information forms, Portfolio Management Agreements ensuring accuracy for completion by Client/Advisor/Referring agents
• Process deposits / EFTs upon account opening
• Upload and input IPS, PMA, KYC information into PM software, CRM, and Client Portal
• Compile and ensure the distribution of Welcome Packages for all new clients, unless PM requests otherwise
• Ensure ongoing client communication: send welcome email, status updates on account opening, etc.

Client and Advisor Service (40%)

• Triage service requests and account inquires arriving to Client Service Inbox and Service Request Queue ensuring distribution to the appropriate individual
• 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
• Inform Investment Counsellor of client changes upon updating
• Act as a resource to support Referring Advisors:
  • Assist with the completion of documents and manage inquiries regarding account activity such as transactions, payments, transfers, etc.
  • Provide portal support and run reports as requested
• Resolve issues / challenges related to client accounts (i.e. transfers, payments, account openings and closings) liaising with clients, custodians, internal and external stakeholders
• Communicate with internal and external stakeholders in a sensitive and caring manner

Business Process Management and Continuous Improvement (5%)

• Support the Manager of Client Service 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 (5%