Client Support Specialist

Common Wealth is a financial technology company whose mission is to make financial security in retirement accessible to everyone. We have quickly become Canada’s fastest-growing group retirement provider, having more than doubled in our client base in 2023 and now serving members and employers in every Canadian province. We work closely with a rapidly expanding network of advisors, for whom we strive to be a true partner in powering the growth of their business. We provide a user-friendly, value-for-money retirement planning and saving experience, powered by an award-winning retirement technology platform.

We are looking for a Client Support Specialist to join our team and make significant contributions to ensure our members and employers are getting the most out of their workplace retirement plan, receive expert administration support and are provided with an exceptional experience. If you are curious feel free to read more about us at Common Wealth.

What you will do:

• Support the client’s needs; you will act as first point of contact for members and employers. You will answer questions and resolve issues from our members and employers and provide product and service information. You will put yourself in the client’s shoes to better understand their needs, so you have enough information to answer questions or resolve issues. Providing exceptional client service over multiple communication channels such as phone, chat and email while updating the case tracking system are tasks you can expect to execute on an everyday basis.

• Deep understanding of our operations to influence positive client experiences; we have a robust administration dashboard that you are comfortable navigating that will assist in proactively triaging any issues that arise. Reporting is something that comes very naturally to you as you will be required to utilize the dashboards and other information to report metrics, including compliance issues to key members of the team.

• Improve the Customer Success department and drive innovation; as a fast-growing organization, you will engage with clients to identify issues and enhance support. This will help you implement innovative processes for better client engagement and service delivery. You'll work with various teams, spot opportunities or risks, and create client support materials like FAQs and training videos to improve the overall client experience.

To Apply:

We are a respectful workplace committed to building a skilled and diverse workforce. We believe in fostering an inclusive work environment where all individuals have an opportunity to succeed. We welcome and encourage applications from everyone. We look forward to hearing from you!

Job Types: Full-time, Permanent

Salary: $60,000 - $70,000 per year based on experience

Schedule:

• Monday to Friday

Who you are:

• Effective communicator. You can easily engage with a range of people both internal and external including employers and plan members. You can summarize and communicate your thoughts very clearly and you are professional and courteous in your communication style. You always use your best judgment when responding to client enquiries.
• Attention to detail. Your attention to detail is often what sets you apart from others. You’re meticulous in following procedures, managing data and communicating solutions to address member/employer queries. You will use your attention to detail skills regularly in your everyday work.
• Problem solver. You enjoy solving problems in order to help members and employers. You thrive when looking through dashboards and analyzing feedback to understand user activities and devise a plan to improve the client experience. You consistently demonstrate ownership over your role, this can mean triaging the problem to the proper people in order to help you solve the issue.
• Technologically inclined. You are able to adapt to various technologies and have often been referred to as someone who can learn new systems quickly. We work with Microsoft, ZenDesk, Hubspot and a variety of other systems.
• Customer-driven. You are a good listener and know how to put yourself in someone else’s shoes. Your work will be very closely tied to our customers to inform decision making for Common Wealth and the product.
• You are comfortable with the unknown. We are a fast-growing company and often have a variety of priorities at one time. You need to be comfortable working in an environment that continues to evolve. You thrive in uncertainty and can help bring organization to the customer success department. You are continually honing your craft and keeping up with the best tools for the job.

Why Work with us:

Working at Common Wealth provides you the opportunity to work in a high-growth business that is changing the lives of Canadians. In addition to a competitive salary of $60K-$70K, you will receive health and dental benefits, life insurance, a Health Spending Account, a 5% employer match into one of our award-winning group retirement plans, and four weeks of vacation. Our growing team combines deep expertise in the key disciplines necessary to help our customers achieve retirement success.

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Paid time off (4 weeks paid vacation)
• 5% employer match into one of our award-winning group retirement plans
• Stock options
• Vision care
• Health spending account
• Work from home