Client Service Coordinator: Focus Financial Solutions Inc.

As the Client Service Coordinator, you will be part of a team of highly qualified administrative professionals and will contribute to the efficient operation of the office through reception duties as well as be accountable for the creation and maintenance of our Client Service Matrix. As the first point of contact at the front desk, you must possess exceptional communication skills—both verbal and written—and be a confident, courteous individual with a high level of professionalism to manage direct contact with clients and high-level internal and external executives.



 



With guidance and training you will be responsible for segmenting our client block and maintaining the segmentation as well as assisting in the development and implementation of a Client Service Matrix. You will also run reports regularly from within our client database to proactively identify sales/service opportunities and assign client outreach tasks to team members. As such, you must be comfortable with client database software and exhibit proficiency in Excel and Microsoft Office. Previous experience with Salesforce and Microsoft Office Mailings would be an asset. 



 



To be successful in this role, you must possess self-discipline and time management skills to conduct detailed work accurately despite interruptions. You must be adaptable to succeed in a constantly changing environment as daily volumes fluctuate and are sometimes unpredictable. 



 
Critical Aspects:

• Strong attention to detail and accuracy despite interruptions



• Computer savvy with proficiency in Excel 



• Ability to learn & understand report building and filter logic



• Quick learning with a desire to take ownership of this position 



• Social media etiquette 



• Business writing expertise including letters and emails



• Problem solving and solution-oriented communication skills 

Accountabilities:

• Ensure annual online compliance training courses are complete



• Maintain professional business conduct

Responsibilities:

• Block Segmentation & Client Service Matrix
  
  
  
  
  • Once segmentation criteria determined, apply segmentation to client block
  
  
  
  • Assist in the creation of Focus’ Client Service Matrix and add tasks to Salesforce to ensure service deliverables for each client tier are met.
  
  
  
  • Develop a method for maintaining the Service Matrix throughout the year and implement it
  
  
  
  • Issue mailings/emailings and/or newsletters or other service matrix deliverables
  
  



• Block mining
  
  • Produce regular reports to identify block sales/service opportunities and add client outreach tasks to the appropriate team member 
  
  



• Regular Administration/ Reception Duties
  
  • Review, sort, and/or respond to emails
  
  
  
  • Manage calendar and tasks assigned in Salesforce client database
  
  
  
  • Assist with filing, as needed
  
  
  
  • Answer and mange/ direct telephone calls and voicemail messages
  
  
  
  • Collect/distribute faxes to relevant parties
  
  
  
  • In-person client care: greet clients and offer them a beverage, notify advisors of clients’ arrival, have clients complete any necessary paperwork while waiting for appointment and document applicable client info in our client database
  
  
  
  • Facilitate signatures for pending paperwork that has been left in the pick-up drawer for drop-ins
  
  
  
  • Receive payments to be processed and issue receipts; provide claim cheques to beneficiaries when they come to pick them up and complete cheque pick-up confirmation form
  
  
  
  • Scan, copy, print materials
  
  
  
  • Draft letters and mail to clients, as requested
  
  
  
  • Courier/Mail- apply postage to outgoing mail, order courier pickups if needed, provide packages to courier for pickups
  
  



• Office closing responsibilities



• Backup the primary receptionist’s role when she is on vacation 
  
  • In addition to the above:
    
    • Remit payments received and take cheques to bank
    
    
    
    • For planned absences, work 9:00-5:00 (extended hours) and complete both office opening and closing tasks
    
    
    
    • Take Canada Post mail to the mailbox at end of day
    
    
    
    • Light Housekeeping Duties- tidy away coffee/dishes at end of day, fill/empty dishwasher, water plants, maintain a tidy front office environment
    
    
    
    • Confirm next day’s appointments and issue appointment summary request emails to advisors
    
    
    
    • Complete basic client service tasks as needed (e.g. banking changes, special withdrawals for missed payments, address updates, etc.)
    
    
  
  

Qualifications:

• Strong communication



• Planning, organization, and self-management skills



• Leadership qualities



• Team Member Mentality



• Computer software/ database skills

Hours:

Monday-Thursday 12:30pm-5:30pm



Friday 12:00pm-5:00pm

Salary:

$18,200 – $20,200/year depending on experience

To Apply:

Please email resumé and cover letter to sarah.brennek@sunlife.com.



Please note that any jobs offers will be contingent on the successful completion of a credit and criminal backcheck.