Client Service Associate

Ai Financial is a Canadian segregated fund distribution company regulated under FSRA. We're looking for a Client Service Associate to support advisors and clients with product-related inquiries across segregated funds, investment loans, and registered accounts. This role goes beyond status updates — you'll be answering real questions about how our products work, so strong product knowledge and precise communication are essential.

We believe in full transparency upfront to ensure mutual alignment before you join:

• We're a small company. Team size, resources, and support infrastructure are not comparable to a big bank or large insurer — you won't have the same layers of backup staff or established systems those environments have.
• As a small, growing company, we do not currently offer a benefits package company-wide.
• A meaningful part of the day-to-day work involves answering similar categories of questions repeatedly — consistency and patience matter as much as knowledge.
• The pace is fast, and inquiry volume can be unpredictable. You'll need to adapt quickly when unexpected or urgent client/advisor needs come in.
• Our processes are still evolving. This is not a mature, fully standardized environment — procedures get refined as we grow, and you'll sometimes be working with things that are actively being built rather than fully finished.
• This role is on-site at our Markham office, full-time — there is no remote or hybrid flexibility.

If steady, patient client support work, comfort with ambiguity, and being part of a small, hands-on team sound like a fit — we'd love to hear from you.

• Respond to client and advisor inquiries regarding segregated funds, investment loans, and registered account products, including product features, guarantees, and general suitability questions.
• Explain investment loan terms, interest calculations, repayment schedules, and qualification requirements to clients and advisors.
• Provide accurate, compliant product-related guidance in line with company and regulatory standards.
• Track and follow up on client and advisor inquiries to ensure timely resolution.
• Escalate complex or licensing-sensitive matters appropriately to licensed staff where required.
• Prepare, edit, and organize client-facing promotional materials and marketing content, in collaboration with in-house advisors and the marketing team, ensuring product information is accurate and clearly communicated.
• Post and maintain content on social media and other digital marketing channels.
• Support broader digital marketing activities as needed. No specialized marketing background is required, and training and tools will be provided.
• Maintain clear documentation of client interactions and inquiries.
• Collaborate with Case Operations on inquiries tied to in-progress transactions or loan cases.

Since we're not requiring a finance background, we've built a structured onboarding path so you're not left to figure things out on your own:

• Week 1: Product training on segregated funds, investment loans, and registered accounts begins immediately; you'll also be enrolled in your LLQP course in this same first week.
• Weeks 2–4: Continued product training and shadowing experienced Client Service staff on real client/advisor inquiries, alongside your LLQP coursework.
• Within 2 months: You are required to complete and pass the LLQP exam. Formal licensing and registration follow the exam and can take additional time due to standard processing; the exam pass is the hard deadline within your control.
• Month 2 onward: Increasing independence on routine inquiries, with clear guidance on what to escalate to licensed staff while formal licensing is being finalized. Marketing and social media tools and processes are introduced during this period as well, with no prior experience needed.
• Ongoing product knowledge refreshers and coaching on compliance-sensitive conversations.

• Exceptional English communication skills required for daily interaction with advisors and institutions — this role requires frequent, clear communication with advisors and multiple fund provider institutions, so precision in language matters.
• 10+ years of general work experience (customer service, office, or other professional roles). No financial services background is required or preferred — we're looking for strong communication skills, patience, and client-handling maturity, not industry-specific experience.
• Basic computer literacy and comfort with everyday office software, such as Word, Excel, and email, plus basic professional communication skills over email and phone.
• Solid understanding of, or strong aptitude to quickly learn, segregated funds, investment loans, and registered account products.
• Comfortable explaining financial and product concepts clearly to clients with varying levels of financial literacy.
• Strong attention to detail and judgment in handling compliance-sensitive conversations.
• Must pass the LLQP exam within 2 months of hire, with course enrollment and training support provided by the company starting week 1. Formal licensing and registration follow and may take additional processing time beyond your control. Candidates already licensed are also welcome to apply.
• Comfortable learning new skills and processes — full training provided for all aspects of the role, including product knowledge.

• This is a client service and product support role, not a sales position. There are no mandatory sales targets or quotas attached to this role. That said, a discretionary sales incentive bonus is available on top of base compensation, tied to business generated through your client interactions — this is an added incentive, not a performance requirement.

• Existing LLQP license.

• Employment type: Full-time, permanent.
• Location: On-site at our Markham office.
• Compensation: CAD $50,000 + bonus, including a discretionary sales incentive bonus (no quota required).
• Start date: Within 1 month of offer.