Client Relationship Manager

Sales, Client Service and File Management

Location

Port Moody, BC

Work Arrangement

In office

Employment

Full-time, permanent

Schedule

Monday to Friday

Hours

8:30 a.m. to 5:00 p.m.

Reports To

Client Relationship Team Lead / Manager

Base Salary

$55,000 to $65,000

Target Bonus

12% of base salary

Target OTE

$61,600 to $72,800

About Swift Disability Services

Swift Disability Services is a Port Moody-based financial services company that helps Canadians navigate the Disability Tax Credit application process. We combine experience, technology and committed client support to guide clients from initial qualification through application completion.

Our goal is to provide a secure, straightforward and well-managed application experience while helping eligible Canadians access an important financial benefit. We operate in a performance-driven environment where client care, accuracy, follow-through and responsible use of technology all matter.

Position Summary

The Client Relationship Manager is responsible for converting qualified leads into onboarded clients and managing those clients through an application process that typically lasts approximately 120 days. This is a phone-first sales and service role that requires confidence, persistence, sound judgment and disciplined follow-up.

The successful candidate will be ambitious, dependable and comfortable working toward measurable targets. They will take ownership of their pipeline, maintain accurate Salesforce records, adapt quickly as processes and technology evolve, and provide a professional client experience across phone, email and text.

How the Role Is Structured

40%

Lead Outreach and Sales

Contact prospective clients, assess fit and explain the value of Swift's services.

15%

Inbound Client Support

Respond to client questions and provide timely support by phone, email and text.

45%

Active Client Management

Move onboarded clients through the approximately 120-day application process.

Key ResponsibilitiesLead Qualification and Sales

- Make high-volume outbound calls to prospective clients who have expressed interest in Swift's services.
- Build rapport, ask effective qualification questions and identify whether a prospective client may meet the applicable criteria.
- Clearly explain Swift's services, process, expectations and client value proposition.
- Address questions and objections professionally and confidently.
- Convert qualified leads into clients by sending onboarding documents and establishing clear next steps.
- Follow up consistently by phone, text and email until the prospective client completes onboarding or is formally closed.
- Maintain urgency without compromising accuracy, transparency or the client experience.

Client Relationship Management

- Act as a primary point of contact for assigned clients throughout the application process.
- Guide clients through each stage of an engagement that typically lasts approximately 120 days.
- Set clear expectations regarding timelines, documentation and required client actions.
- Follow up on outstanding onboarding forms, authorizations, medical information and other required documentation.
- Provide clients with timely and accurate updates on the status of their file.
- Identify stalled files and take ownership of determining the appropriate next step.
- Coordinate with internal administrative and operational teams to resolve client issues and advance applications.
- Handle sensitive personal, medical and financial information with professionalism and discretion.




- Deliver a consistent client experience across phone, email and text communications.

Salesforce and Pipeline Management

- Use Salesforce as the primary system for managing prospective and active clients.
- Maintain complete and accurate client records, including call notes, status updates, next steps and follow-up dates.
- Ensure every lead and client has a clearly documented action plan.
- Manage daily tasks and follow-up activities directly through Salesforce.
- Maintain strong pipeline discipline and prevent leads or client files from falling through the cracks.
- Use reporting and performance data to understand results and improve personal effectiveness.

Technology and Process Improvement

- Use Salesforce and Microsoft 365 effectively as part of daily work.
- Learn new software, workflows and technology quickly.
- Adapt positively when systems, processes, scripts or performance expectations change.
- Use approved technology and automation tools to improve productivity and client follow-up.
- Identify inefficiencies and recommend practical improvements.
- Follow established processes while taking ownership when a situation requires judgment or escalation.

Performance Expectations

Performance will be measured against defined daily, weekly and monthly targets. The primary role metrics are:

Primary Metric

Consistent outbound activity and speed of follow-up.

New clients sent onboarding documents

Ability to qualify prospects, communicate value and move them forward.

Onboarding document completion rate

Follow-through, client engagement and effective pipeline management.

Additional expectations include timely Salesforce task completion, accurate records, professional client communication and consistent progression of active files. Activity matters, but activity without conversion, follow-through and accurate client management is not sufficient.

Required Experience and Qualifications

- At least two years of phone-based sales, customer service or client relationship experience.
- At least one year of hands-on Salesforce experience.
- Demonstrated experience managing leads, customers or client files through a defined process.
- Experience working toward individual activity, conversion or service targets.
- Robust verbal communication skills and confidence speaking with a high volume of prospective and existing clients.
- Strong written communication skills across email, text and CRM notes.
- Proficiency with Microsoft 365, including Outlook, Word and Excel.
- Strong organizational and time-management skills.
- Ability to manage frequent follow-ups and competing priorities without losing track of commitments.
- Ability to learn new information, systems and processes quickly.
- Reliable attendance and the ability to work in the Port Moody office Monday to Friday.
- High attention to detail when handling sensitive client information.
- Professional judgment and discretion.

What We Are Looking For

- Ambitious: You want to perform at a high level, exceed targets and grow your responsibilities over time.
- Accountable: You take responsibility for your pipeline, clients, follow-ups and results.
- Client-focused:



You balance sales performance with honest, respectful and responsive service.
- Persistent: You follow up consistently and do not allow qualified opportunities or active clients to be neglected.
- Adaptable: You are comfortable working in a business where technology, processes and expectations will continue to evolve.
- Technology-oriented: You use systems properly and look for better ways to complete work.
- Organized: You can manage a high volume of calls, tasks, client files and deadlines.
- Resilient: You remain professional and productive when facing rejection, objections or difficult conversations.
- Quick to learn: You absorb new information, apply feedback and improve without requiring repeated direction.
- Clear and direct: You communicate confidently while making complex information understandable.

Preferred Experience

- Financial services
- Healthcare or medical administration
- Insurance or disability claims
- Tax services
- High-volume contact centre operations
- Consumer finance or regulated customer service
- Electronic document collection and client onboarding

Compensation and Benefits

- Base salary of $55,000 to $65,000, based on relevant experience.
- Target annual performance bonus equal to 12% of base salary.
- Target total cash compensation of $61,600 to $72,800.
- Dental, vision and extended health benefits.
- Life insurance.
- Paid vacation and paid time off.
- Structured training and ongoing support.
- Company events.
- Modern office setting in Port Moody.

Performance bonuses are variable and depend on achievement against defined individual and company targets.

Location and Schedule

This is a fully in-office position at Swift Disability Services in Port Moody, British Columbia. The office is located on Murray Street near Rocky Point and is accessible from the Moody Centre SkyTrain station and West Coast Express.

The successful candidate must be able to reliably commute to the office and work Monday to Friday from 8:30 a.m. to 5:00 p.m. Remote or hybrid work is not available for this position.

Why Join Swift

- Your performance and results directly influence your compensation and advancement.
- You enjoy phone-based sales and building trust with prospective clients.
- You want responsibility for the full client relationship rather than isolated tasks.
- You are motivated by helping Canadians navigate an important financial benefit.
- You want to work in a growing business that is actively improving its use of technology and automation.
- You prefer clear expectations, measurable targets and personal accountability.
- You are looking for a long-term opportunity to develop into a senior, leadership or operational role.

Application Requirements

Applicants should submit a resume outlining relevant phone-based sales, client service and Salesforce experience. Candidates selected for an interview should be prepared to discuss:

- The sales or service targets they were responsible for.
- Their experience converting inbound or outbound leads.
- How they have used Salesforce to manage a pipeline or client portfolio.
- An example of taking ownership of a client or operational problem.
- How they have adapted to a significant process or technology change.

Equal Opportunity

Swift Disability Services is committed to fair and respectful hiring practices. Employment decisions are based on role requirements, qualifications, experience and demonstrated ability to perform the work.

Pay: $55,000.00-$65,000.00 per year

Benefits:

- Dental care
- Extended health care

Work Location: In person

📌 Client Relationship Manager (Canada)
🏢 Swift Disability Services
📍 Canada