PWL Wealth Management is a premier independent Canadian Wealth Management firm. Canadian based High Net Worth families entrust PWL to manage their investment portfolios on a discretionary basis and provide holistic financial advice for all facets of their lives.
Financial Planning, Tax and Estate services are delivered via PWL Conseil, and investment management is delivered via PWL Capital which is a Broker Dealer and CIRO member firm. Both PWL Conseil and PWL Capital are wholly owned subsidiaries of PWL Wealth Management, with more than 90 employees.
| Location | Remote |
| Type | Permanent, Full-Time |
Position Summary
The Client Success Specialist plays a pivotal role in delivering a positive and seamless experience to prospective clients. This position is responsible for assessing and qualifying incoming leads, matching them with the most suitable advisor, and providing helpful alternatives when prospects are not an ideal fit. Acting as the first point of contact, the Client Success Specialist collaborates closely with the Advice and Brand Experience teams to ensure accurate CRM data, maintain alignment on advisor capacity and client preferences, and share lead insights to support business growth.
Key Responsibilities
- Review and assess all incoming leads daily, categorizing them as ideal, potential, or non-ideal
- Direct qualified leads to the most appropriate advisor and ensure proper CRM assignment and qualification
- Schedule and conduct 15-minute introductory calls for prospects requiring further evaluation
- Direct prospects who are not a fit using PWL’s established collection of alternative resources to shape next steps
- Follow up with prospects after initial meetings to gather feedback and confirm next steps
- Maintain up-to-date CRM records, ensuring all communications, qualifications, and disqualifications are accurately logged
- Conduct weekly reviews of open leads to ensure timely follow-up and proper lead assignment
- Monitor lead data (e.g., qualification rates, conversion rates) to identify trends and improvement opportunities
- Stay informed on advisor team preferences, planning specializations, client demographics, and capacity
- Coordinate with the Client Experience team to ensure smooth hand-offs and an aligned onboarding process
- Share trends, prospect feedback and questions to help refine Client Experience processes and Marketing initiatives
- Provide insight on prospective client needs to support marketing content creation
- Suggest topics that address recurring questions and lead profiles
- Serve as a secondary contact during the prospect and onboarding stages to ensure a high-touch experience
- Collect and share feedback from prospects regarding their initial interactions and onboarding journey
- Identify and recommend enhancements to the lead triage process
- Stay current on financial services trends and PWL’s evolving offerings to ensure accurate and up-to-date client information
- Stay up to date on PWL’s content in order to share relevant and helpful pieces with prospects as appropriate.
Qualifications
- College certificate/diploma in finance or bachelor’s degree in finance or related field is an asset
- Pursuit of financial planning or investment management credentials is an asset
- 1-2 years of experience in customer service; experience in the financial services industry is an asset
- Understanding of financial services fundamentals, including fee structures, optimal client profiles, and basic investment and financial planning concepts (training provided)
- Familiarity with PWL’s service model, onboarding process, and advisor team specializations is an asset
- Knowledge of PWL’s investment philosophy, planning approach, and services
- Fluent in French and English is an asset
Ideal Candidate Profile
You’re a personable, organized, and client-focused professional who thrives in a fast-paced environment. You excel at balancing efficiency with empathy, making every prospect feel valued while confidently assessing and categorizing leads. With strong communication skills and a keen eye for detail, you keep CRM records accurate, follow up promptly, and collaborate seamlessly with multiple teams.
You adapt quickly, welcome feedback, and have a genuine interest in financial planning and investment concepts. You’re proactive, solutions-focused, and always looking for ways to improve the client experience.
Work Environment
PWL takes great pride in providing unparalleled wealth management services to individuals and families across Canada. In this dynamic environment, we value doing what is right for clients, making evidence-based decisions, personal accountability, innovation and humility. To thrive in this role, you must be dedicated to continuous learning and development, with a steadfast commitment to delivering an exceptional client experience.
How to Apply
We are a rapidly growing team with a diverse group of clients – there is never a dull moment. We are thought leaders in the financial services industry, and we have been putting our client interests first for almost 30 years. Please apply with your cover letter and CV detailing why you feel you are the right fit for this role. We will contact you if you are accepted for a candidate interview. Thank you for your interest in this position.
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