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 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

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