Client Experience Specialist (Penticton)

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 ti...