Advisor Service Representative

Permanent Full Time 

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Investment Planning Counsel (IPC) is one of Canada's leading independent wealth management firms. We are a diverse group of people all driven towards one goal: helping our advisors build a better business through a remarkable client experience.    

In November 2023, Canada Life acquired IPC. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.   

With the acquisition, IPC and Canada Life’s existing wealth platforms create one of Canada’s leading wealth providers.

Over the past 25 years, our advisors have helped investors live their dreams through sound financial planning and comprehensive wealth management advice. 

We’re seeking an Advisor Service Representative – someone who is the primary point of contact for IPC Advisors on a wide array of processing and procedural inquiries within a Contact Centre environment.

What you will do 

• Contribute to the accurate and timely resolution of telephone and email inquiries from internal and external partners, with a strong emphasis on meeting or surpassing established service level agreements
• Serve as a liaison among client-facing front office partners, internal stakeholders, and third party vendors, effectively representing shared interests and facilitating the exchange of knowledge
• Provide education to callers on IPC products, policies, and procedures, ensuring clear and comprehensive communication
• Identify and escalate potential issues that may present unforeseen risk to IPC or its clients, ensuring prompt communication to management
• Proactively seek opportunities to strengthen relationships with clients and enhance the overall service experience.
• Maintain current and thorough knowledge of all relevant IPC processes to support effective service delivery

What you will bring 

Communication & Interpersonal Skills 

• Demonstrated ability to maintain a positive, professional, and engaging demeanor during high volume or fast paced interactions.
• Exceptional verbal communication skills with the confidence to engage in clear, meaningful dialogue with a diverse advisor population.
• A natural comfort speaking with individuals across all levels of the organization, fostering trust and rapport quickly.
• Demonstrated strong verbal and written communication skills.

Service Excellence & Relationship Management

• Ability to remain composed and solution focused when handling challenging inquiries or competing priorities.
• A high level of empathy and active listening skills to understand advisor needs and deliver a supportive service experience.
• Proven relationship building skills, with a commitment to fostering long term advisor and client partnerships.
• A genuine interest in helping others and representing the organization with enthusiasm and professionalism.
• Ability to deliver thoughtful, solution oriented resolutions that enhance the overall client and advisor experience.

Collaboration & Team Contribution

• Demonstrated ability to contribute positively to team culture through enthusiasm, collaboration, and proactive knowledge sharing.
• Ability to work effectively in a dynamic contact centre environment where adaptability, empathy, and teamwork are essential.

Innovation & Continuous Improvement

• A willingness to challenge existing processes constructively and contribute innovative ideas to improve service delivery and advisor experience.
• A continuous improvement mindset with the ability to identify opportunities for workflow optimization or knowledge sharing enhancements.

Experience & Education

• Minimum of two years’ experience in the financial or wealth services sector.
• Experience in wealth operations, client service or Contact Centre environments, with a solid understanding of back office systems and processes, is preferred.
• Undergraduate degree in Business or a related discipline is preferred.
• CSC and/or IFIC certification is considered an asset
• Familiarity with IIROC/CIRO regulatory requirements and advisor servicing environments is an asset.
• Bilingual (French/English) is an asset

Technical & Organizational Skills

• High proficiency with Microsoft Office 365, with particular expertise in Word and Excel.
• Excellent time management and organizational abilities, with the capacity to manage competing priorities effectively.
• Strong critical thinking abilities and sound judgment when assessing inquiries or making decisions.

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The base salary for this position is between $45,600 - $68,400 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life 

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.  

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you! 

What we offer:  

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member: 

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. 

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. 

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.  

• Financial Security: Company-matching pension plan, share ownership program and additional investment options. 

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!  
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.  

Learn more about Canada Life.  

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact  talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.  

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted. 

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