Client Service Specialist

At CWB, we strive to build value for the people who choose us every day: our people, our clients and our investors. We do this by:

• Putting people first and building relationships with intention

• Seeking out and embracing new ideas

• Believing that how we do things is as important as what we do

Client Service Specialist

Role specifications

Location: Toronto
Everyday Flexibility ▪ Onsite Requirements ▪ Hybrid Work Environment

At CWB Wealth, we strive to bring value to the lives of the people who choose us every day: our employees, our clients, and our investors. The ethics that guide and hold us to that mission are:

• Put people first and build relationships with intention

• Seek and embrace new ideas, knowing that better is always possible

• Believe that how we do things is as important as what we do

• Harness the power of inclusion through a culture that recognizes who we are and how we show up - as individuals and as a team

CWB Wealth, helping you live your best life.

With roots going back to 1939, our founders pioneered the concept of financial health in Canada through comprehensive financial planning and professional investment management. Their spirit of innovation remains in the proactive, client-focused expertise we bring to families and business owners from coast to coast, in English and French. Our clients are more than just a number. Knowing them by their first names and unique aspirations means our relationships thrive for decades.

Being part of CWB Financial Group lets us offer deep and varied resources to meet the complex needs of the high-net-worth sector. As a leading wealth advisor in Canada, we’re entrusted with over $8B in assets under management and administration, and over $2B in advisory assets within Indigenous Services.

The opportunity

Relationship building. Customer service delivery. Client account management.

The Client Services Specialist will be the primary point of contact for day-to-day client inquiries, and will act as a liaison between the client, the PM, and the Operations Team.

The ideal applicant will be responsible for encouraging high touch relationships with our clients. Your passion and focus for the client should come from a deep understanding and appreciation for the trust they have placed in us. Our clients’ investments aren't just a collection of numbers on a spreadsheet. They are children’s education, safeguards against the unexpected, years of retirement vacations - these investments are their entire lives and their future.

• The ability, passion, and skills to proactively administer and service 100+ high net worth clients.

• A consistent track record of successfully building relationships with clients.

• Strong interpersonal skills and the ability to work efficiently within a team and ownership culture.

• Proactive self-starter.

• A proven understanding of the investment industry, and key client service components: documentation, compliance, and trading.

The day to day

Client Support

• Collaborate with Portfolio Managers to be solution-finding experts through the entire client experience. This includes the initial development, onboarding, and ongoing servicing and maintenance of our relationships.

• Provide an exceptional client experience through proactive, on-time delivery of information related to requests and needs, including, but not limited to; tax packages, EFTs, cheques, reporting, account information, combined with a focus on building personal relationships.

• Client focused. You are all about clients and will be the first point of call for client issues.

• Provide client transaction support activities such as: liaise/coordinate with operations team, ensure system inputs are correct, funds transferred, provide updates to PM, client, custodians, as per established process determined by type of account.

• Manage reporting inquiries, identify, and manage discrepancies by liaising with Operations team to confirm reporting requirements as well as coordinating with custodian. Determine source of issue(s) and ways to prevent future issues.

• Manage client onboarding/offboarding.

Portfolio Manager Support

• Organize and prepare documentation for PM, including, but not limited to Prospect Presentations, Client Portfolio Reviews, meeting review materials, reports, and various spreadsheets for analysis.

• Update and maintain client data, relevant notes, and e-mails within the CRM.

• Submit requests and communicate directly with custodians on regular basis (NBIN & RBC IT&S), including solutioning client account issues.

• Manage efficient and accurate onboarding of new client relationships with Operations team.

• Proactively reach out to existing clients to remind about items such as TFSAs, RRSPs, etc...

• Find opportunities to help grow our business and support our PM team in their business development efforts.

• Identify areas of process improvement; analyse risks/errors and propose ways to address and prevent.

Skills that take you further

• Capable. Diligent. Reliable. Organized. Efficient. Collaborative

• Ability to perform large volumes with high attention to detail.

• Ability to prioritize and optimally manage demanding workloads.

• Excellent interpersonal skills that contribute to working effectively in a diverse team-based environment.

• Commitment to continuous learning and development in wealth management and industry knowledge.

• Strong passion for building client relationships and delivering concierge, boutique service to clients.

• Superior communication and interpersonal skills; able to communicate professionally both orally and in writing.

• Ability to fluently communicate (written and oral) in French is an asset.

Foundational knowledge and experience to grow from

A degree or diploma in Finance or a related field (B. Comm, BBA) with 5 years of relevant experience in a related client service role, preferably within a discretionary investment environment is a must. If you are enrolled in, or have completed your Canadian Securities (CSC) designation that would be an asset to assist you in this role. If you have experience using a CRM system and portfolio software this role is for you!

Invest in your career with CWB Wealth. Apply today.

Why work with us?

Winners of Canada’s Most Admired Corporate Culture 2023 and recognized as one of 50 Best Workplaces in Canada by Great Places to Work 2024.

Values-driven, people-first benefits

Wellness matters. Our award-winning benefits package includes hybrid work environments, everyday flexibility, 100% company-funded health coverage, healthcare spending account, a flexible wellness program and generous time-away options to rest and recover.

Pride in our people. We believe people are our best asset. Bring your whole self to work in an inclusive space where your perspective matters. Find a community within the CWB family in our Employee Represented Groups (ERGs) and develop your professional goals through our organization-wide coaching services.

Giving as we grow. We support our people and the communities they live in. Peer-to-peer recognition programs for day-to-day wins and milestones encourage a healthy spirit of professional growth. Other financial rewards include competitive base salary and pay-for-performance incentives, RRSP matching, and company ownership.

We also create opportunities for you to get involved in community fundraising initiatives, so you can give back to others. And under our ESG and sustainability-focused business model, you can feel proud of where you invest your talents. Find your growth opportunity at cwbcareers.com.

Get ready to live your best life with a career at CWB Wealth. Apply today.

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As an equitable employer, CWB Financial Group is committed to providing a safe and inclusive environment where a diverse workforce thrives. You are welcomed and encouraged to bring your whole self to work. Dignity, respect and equality are non-negotiables. If you require accommodation during any part of the recruitment or selection process, please reach out.

* Position closes at 12:01am on the close date identified below.