Admin & Client Experience

JOB DESCRIPTION

Position:                         Administrative - Client Experience Specialist

Reporting To:                 Director, Client Experience

Location:                         Kingston, 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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