Client Success Administrator

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 100 employees. 

Position Summary 

The Client Success Administrator plays an important supporting role in delivering a positive and seamless experience for prospective clients. Working closely with the Client Success Specialists, this position is responsible for coordinating prospect communications, maintaining accurate CRM records, supporting lead management activities, and ensuring prospective clients receive timely and professional service throughout their initial interactions with the firm. 

As a key member of the Brand Experience team, the Client Success Administrator helps facilitate the efficient movement of prospects through the client acquisition process by managing administrative activities, coordinating meetings, maintaining data integrity, and supporting reporting and follow-up activities. The role works collaboratively with the Client Success Specialist, Advice teams, and Client Experience teams to help ensure a consistent and high-quality experience for every prospective client. 

Key Responsibilities 

Lead Administration & Coordination  

• Monitor incoming prospect inquiries and ensure leads are promptly assigned and routed within established processes. 
• Support the Client Success Specialist with lead management activities, including lead tracking, status updates, and documentation. 
• Assist in preparing prospect records and ensuring all required information is available for qualification and advisor assignment. 
• Monitor open leads and support follow-up activities to ensure timely responses and progression through the prospect journey. 
• Coordinate advisor introductions and prospect meeting logistics as required. 
• Create and monitor effectiveness of nurture campaigns 

CRM Management & Data Integrity 

• Maintain accurate and up-to-date records within the CRM system, ensuring all prospect interactions, communications, and activities are properly documented. 
• Review CRM records for completeness and accuracy and identify missing information requiring follow-up. 
• Assist with data cleanup initiatives and ongoing CRM maintenance. 
• Generate and distribute reports related to lead activity, prospect engagement, and pipeline status. 
• Support reporting and tracking of key lead management metrics. 
• Review CRM and lead pipeline for trends and provide feedback to Client Success Specalists and Brand experience team 

Prospect Experience Support 

• Serve as an administrative point of contact for prospective clients throughout the early stages of their journey with the firm. 
• Prepare and distribute meeting confirmations, reminders, and follow-up communications. 
• Share approved educational resources, content, and information with prospective clients as directed by the Client Success Specialist. 
• Help ensure prospects receive timely responses and a consistent, high-touch experience. 

Team Collaboration & Operational Support 

• Collaborate closely with the Client Success Specialist to support efficient lead management and prospect engagement processes. 
• Coordinate with Advice and Client Experience teams to facilitate smooth prospect hand-offs and onboarding transitions. 
• Assist in documenting and maintaining prospect management procedures and workflows. 
• Support ongoing process improvement initiatives by identifying opportunities to improve efficiency, consistency, and service delivery. 
• Participate in team meetings and contribute observations regarding prospect inquiries, common questions, and process enhancements. 

Reporting & Continuous Improvement 

• Assist with tracking lead activity, advisor assignments, prospect engagement, and conversion metrics. 
• Identify administrative bottlenecks or process gaps and recommend improvements. 
• Support the preparation of reports and dashboards used by the Brand Experience team to monitor prospect activity and business development efforts.
• Stay informed on the firm’s services, advisor specializations, onboarding processes, and client experience standards to support accurate communications.

Qualifications 

• College diploma or bachelor’s degree in Business Administration, Communications, Marketing, Finance, or a related field is an asset. 
• 1–3 years of experience in an administrative, client service, customer support, or coordination role. 
• Experience within wealth management, financial services, professional services, or a client-focused environment is considered an asset. 
• Experience working with CRM systems and managing data records is preferred. 
• Strong organizational skills with the ability to manage multiple priorities and deadlines. 
• Excellent attention to detail and commitment to data accuracy. 
• Strong written and verbal communication skills. 
• Ability to provide professional and client-focused service in a fast-paced environment. 
• Proficiency with Microsoft Office applications and CRM platforms. 
• Ability to work collaboratively across teams and build strong working relationships. 
• Strong problem-solving skills and a proactive approach to supporting team objectives. 
• Familiarity with financial planning, wealth management, or investment management concepts is considered an asset. 
• Experience supporting client onboarding, lead management, or sales coordination activities is preferred. 
• Bilingualism in English and French is considered an asset. 

Ideal Candidate Profile 

You’re highly organized, detail-oriented, and enjoy creating structure and efficiency behind the scenes. You take pride in delivering exceptional service and ensuring nothing falls through the cracks. You are comfortable managing multiple tasks, maintaining accurate records, and coordinating activities across several stakeholders. 

You are proactive, dependable, and enjoy supporting others to help achieve shared goals. You communicate professionally, learn quickly, and are motivated by providing a positive experience for prospective clients. You are equally comfortable working independently and collaborating with colleagues in a dynamic and growing environment. 

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 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. 

About the Hiring Process 

At PWL Capital, some of our job descriptions are developed or refined using AI-assisted tools to ensure clarity and consistency. However, we do not use AI or automated decision-making tools in our hiring process. All applications are received and reviewed by our People & Culture Team.  

We are committed to transparency in hiring. All candidates who interview for this role will receive an update on the hiring decision within 45 days of their final interview.