JOB DESCRIPTION
Position: Administrative - Client Experience Specialist
Reporting To: Director, Client Experience
Location: Belleville, Ontario
Position Overview
At PPF Benefits & Retirement, the Administrative - Client Experience Specialist plays a critical role in delivering a high-quality, consistent, and proactive client experience across all touchpoints. This role blends relationship management, coordination, and operational execution to support both clients and internal advisors.
The Client Experience Specialist acts as a trusted partner to clients, developing strong relationships, understanding their evolving needs, and ensuring seamless delivery of benefits and retirement solutions. This individual is highly organized, client-focused, and thrives in a fast-paced environment where attention to detail, responsiveness, and professionalism are essential.
Key Accountabilities
Client Experience & Relationship Management
- Build and maintain strong, trusted relationships with clients, understanding their benefit, retirement, and organizational needs
- Serve as a primary point of contact for client inquiries, ensuring timely, accurate, and professional responses
- Support onboarding of new clients, ensuring a smooth and positive transition experience
- Deliver presentations, training sessions, and educational meetings for plan administrators and client groups
- Proactively identify opportunities to enhance the client experience and bring forward recommendations
Advisor & Team Support
- Coordinate and support the workflow of aligned Advisor(s), including renewals, new business, and ongoing client service
- Manage scheduling and logistics for client meetings and advisor activities
- Collaborate across internal teams and related companies to ensure a seamless and high-caliber client experience
- Provide reception/backfill support as required, including greeting clients and triaging inquiries
Operations & Administration
- Maintain accurate and up-to-date client records within CRM and other systems
- Ensure all documentation and transactions meet compliance, privacy, and corporate standards
- Coordinate client cases, documentation, and follow-ups across multiple stakeholders
- Support continuous improvement of internal processes, tools, and workflows
- Effectively manage competing priorities in a dynamic, fast-paced environment
Problem Solving & Execution
- Address and resolve routine client and administrative issues independently
- Escalate complex issues appropriately while maintaining ownership and follow-through
- Maintain a high level of accuracy and attention to detail in all deliverables
Skills
- Strong client service and relationship management skills
- Excellent verbal and written communication, including presentation delivery
- High level of organization and time management; ability to manage multiple priorities
- Strong problem-solving and decision-making capabilities
- Ability to work both independently and collaboratively within a team
- Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint) and CRM systems
- Ability to adapt quickly in a fast-paced, evolving environment
- Experience using AI tools is an asset
Knowledge
- Working knowledge of employee benefits and retirement programs (or ability to quickly acquire)
- Understanding of client service best practices and service delivery models
- Knowledge of compliance, privacy, and documentation standards
- Familiarity with insurance carriers, products, and industry trends (asset)
- Awareness of business operations and workflow coordination
Behaviors
- Client-Centric: Consistently prioritizes the client experience and seeks to exceed expectations
- Accountable: Takes ownership of tasks, follows through, and delivers on commitments
- Proactive: Anticipates needs, identifies issues early, and takes initiative to resolve them
- Detail-Oriented: Maintains a high level of accuracy and thoroughness
- Collaborative: Builds strong internal relationships and works effectively across teams
- Adaptable: Thrives in a changing environment and manages ambiguity with confidence
- Professional: Demonstrates integrity, discretion, and sound judgment in all interactions
- Positive & Resilient: Maintains composure and a constructive attitude under pressure
Qualifications
- Post-secondary education in Business, Human Resources, or a related field, or equivalent experience
- Licensed (or willingness to become licensed) in Employee Benefits
- CEBS designation considered an asset
- Strong client service and/or administrative experience in a professional services environment is an asset
- Valid Ontario driver’s license and ability to travel to client sites as required
Working Conditions
- Primarily office-based with extended periods of sitting and computer use
- Regular interaction with clients, advisors, and internal teams
- Occasional travel to client sites and meetings
- Fast-paced environment with competing priorities and deadlines
- Requires sustained attention to detail and accuracy
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