Accounting & Finance | Client Experience Lead, Financial Services - FT

About Us
Fernhill Financial, together with our initiative DesignWealth, has been helping families in British Columbia, Alberta, and Manitoba for nearly 30 years. We’re not just about providing financial tools — we’re about creating clarity and empowering people with the advice and support they need to live with confidence.

We’re growing and looking for a Client Experience Lead who will ensure every client interaction feels seamless, professional, and genuinely caring. This role is the heartbeat of our client relationships for our firm — the person clients remember because they feel seen, heard, and taken care of.

What You’ll Do

As the Client Experience Lead, you’ll be a central point of contact for our clients. You’ll manage the flow of their experience and keep our advisory and implementation teams coordinated. Your role is a mix of people interaction, process management, and proactive support.

Key responsibilities include:

• Acting as the main point of contact (phone, email, in-person reception) with warmth and professionalism
• Managing client onboarding, documentation, and follow-ups
• Coordinating client meetings, reminders, and debriefs
• Maintaining our client systems (Cloven CRM, SideDrawer, and Microsoft 365 tools)
• Supporting account opening and transfer processes (documentation, data input, follow-up)
• Interacting with banks, fund companies, and insurers if needed
• Tracking timelines to ensure all reports, communications, and commitments are delivered promptly
• Providing coverage for team absences when needed

What You Bring

We’re looking for someone who is approachable, reliable, and energized by creating a great experience for others. You don’t need to be a financial expert (we’ll train you), but you do need to be detail-oriented, organized, and comfortable with fast-paced, people-first work.

Preferred qualifications:

• 3+ years of experience in client service or administrative support (financial services an asset)
• Excellent communication skills — both verbal and written
• Strong organizational and time management abilities
• Tech-savvy with Microsoft 365 (experience with SharePoint, Planner, Bookings is a plus)
• Comfortable learning and adapting to new software systems
• Discretion and professionalism in handling confidential information
• An interest in financial planning and helping people achieve their goals

Why Join Us?

• A career path in a growing financial services firm — with opportunities to learn and advance
• Health Spending Account and benefit options
• RRSP contributions
• Flex days and vacation time
• On-site secured parking
• A supportive, team-based culture that values both excellence and empathy
• A work week designed for balance: Monday–Thursday, 8:30 AM–5:00 PM; Friday, 8:30 AM–2:30 PM

How to Apply

If you’re excited about making a real impact on people’s financial lives while building a long-term career in a supportive team, we’d love to hear from you.

Please submit your resume and a cover letter outlining why you’d be a great fit for the Client Experience Lead role.

We thank all applicants for their interest. Only those selected for an interview will be contacted. Applicants must have Canadian citizenship or permanent residency. Successful candidates may be required to complete a background check, including credit and criminal record verification.

Job Types: Full-time, Permanent

Pay: From $25.00 per hour

Expected hours: 37.5 per week