Senior Account Support Specialist

Location: This posting is for an existing vacancy in Wellington-Altus’s Winnipeg office.

Our organization:

Founded in 2017, Wellington-Altus Financial Inc. (Wellington-Altus) is one of Canada’s Top Growing Companies* and the parent company to Wellington-Altus Private Counsel Inc., Wellington-Altus USA Inc., Wellington-Altus Insurance Inc., Wellington-Altus Group Solutions Inc., Independent Advisor Solutions Inc., and Wellington-Altus Private Wealth Inc.—the top-rated** investment dealer in Canada. With more than $50 billion in assets under administration and offices across the country, Wellington-Altus identifies with successful, entrepreneurial advisors and portfolio managers, and their high-net-worth clients.

- Report on Business 2025 rankings.

**Investment Executive 2026 Brokerage Report Card.

The opportunity:

Reporting to the Senior Manager Operations, the Senior Account Support Specialist is responsible for overseeing the day-to-day operations, managing team the team daily demands and maintaining high standards of quality and customer satisfaction. They play a crucial role in fostering a positive work environment, resolving conflicts, and promoting teamwork and collaboration.

Key responsibilities include:

- People Support:
- You need to provide direction, guidance, and support to team members by setting clear expectations, defining goals, and engaging team members to achieve them.
- You are responsible for evaluating the performance of the team members on a regular basis. This includes providing feedback, coaching for improvement, and conducting performance appraisals.
- Identify areas for training and provide opportunities for learning and skill development.
- Resource Allocation and Workload Supervision: Strategically allocate resources, including time, manpower, volume, and budget, to ensure smooth client service operations. Prioritize tasks, assign responsibilities, and manage workload distribution among team members to optimize efficiency and effectiveness.
- You need to ensure that information is communicated effectively within the team, as well as between the team pods and other stakeholders. Encourage open dialogue, address concerns, and keep everyone informed about relevant developments.
- When conflicts arise within the team, you are expected to step in and facilitate resolution and foster a positive work environment.
- Policy and Procedure Enforcement: Ensure that all team members adhere to company policies and procedures by promoting ethical guidelines, maintaining confidentiality, and upholding high standards of quality in client service delivery. Provide guidance and support to foster a compliant and ethical work environment.

- Relationship Building:

- Responsible for ensuring requests submitted through our ticketing system are managed within SLAs.
- Establish clear expectations for professionalism, courtesy, and empathy in all communications.




- be the first point of contact for escalations and address them promptly and effectively by resolving complaints, clarifying misunderstandings, or mediating conflicts to preserve the client relationship.
- Cultivate a client-centric culture within the team by emphasizing the importance of putting Advisors first in all interactions. Promote a mindset of continuous improvement and innovation to enhance the client experience.
- Setup regular feedback sessions with advisor teams and Identify trends or patterns and adjust service strategies accordingly. Follow up on previous feedback and confirm on any service adjustments made to cater to the feedback.
- You lead by example in building rapport with advisor teams, our custodian NBIN and inter departments. Coach the team to take genuine interest in Advisor team’s needs and concerns, and foster trust and loyalty through personalized interactions.
- Recognizing and celebrating team members' success in building strong client relationships reinforces positive behaviors and motivates continued excellence in client service.

- Operational Duties:

- Requires a comprehensive grasp of NBIN back-office protocols and adept communication skills to effectively relay them to advisory teams and other partners.
- Attend weekly ticket reviews with NBIN, analyzing trends, and proactively addressing any issues that fall outside of SLA.
- Will play a key role in identifying training opportunities for both the team and the firm.
- Will continuously strive to enhance workflows and processes, ensuring an exceptional advisor experience.
- Assume responsibility for weekly reporting to the Senior Manager, detailing various data points, trends, and statistics.
- Collaborate with other departments as needed to facilitate the development of organizational processes and procedures.
- Responsible for maintaining and updating the team's guide and training plans. Including Boss Site Management and DocuSign Template Management/Training: Supervise access management and documentation of processes with comprehensive oversight on DocuSign. Oversee the creation and maintenance of DocuSign templates and onboarding documents, ensuring they meet organizational standards. Ensuring proficiency with procedures with training.
- Doc Support Inbox Management (temporary): Supervise the team in managing, resolving, and assigning tickets to appropriate teams and departments. Ensure timely resolution and effective handling of all support requests.
- Broker Code Management: Oversee the generation, management, and updating of representative custodian (NBIN) codes/ RR Codes/Advisor Hierarchy. Ensure accurate communication of commission split information to stakeholders, delegating tasks as needed.




- Envestnet Data Management: Oversee the input of representative codes and team contacts into Envestnet. Ensure data accuracy and up-to-date records.
- Undertakes additional responsibilities as delegated.

The ideal candidate will possess:

- Bachelor’s degree or diploma in Business Administration or similar field of study.
- 3-5 years’ financial services industry experience working in a high growth environment.
- 2+ years of client service Experience.
- 2+ years’ experience in a leadership or supervisor role preferably in client service team.
- Equivalent combination of education and experience may be considered..
- Valid CSC/CPH or Canadian Investment Regulatory Exam (CIRE) is considered an asset.
- Proficiency with the MSOffice suite, including Word, Excel, PowerPoint, Teams, and Outlook.
- Ability to inspire, motivate, and guide team members towards achieving common goals, while also fostering a positive and inclusive work environment.
- Excellent verbal and written communication skills
- Deep understanding of client needs and expectations, with a commitment to delivering exceptional service and building long-term relationships.
- Strong analytical and critical thinking skills to identify issues, develop solutions, and make timely decisions to resolve client and team-related challenges.
- Experience in recruiting, training, and managing a diverse team,
- Ability to manage conflicts and difficult situations diplomatically, with a focus on finding mutually beneficial resolutions and maintaining positive relationships.
- Flexibility to adjust to changing priorities, client demands, and operational requirements while maintaining high standards of service delivery.
- Effective prioritization and organizational skills to manage workload, meet deadlines, and ensure optimal utilization of resources.
- Capacity to work collaboratively with other departments and NBIN to address client needs, share best practices, and contribute to organizational success.

Conditions of employment:

- Must be legally eligible to work in Canada.
- A background check, satisfactory to the employer, may be required of the successful applicant prior to commencing employment.
- Must be able to travel within Canada 0-2% of the time.

Wellington-Altus Private Wealth is strongly committed to equity and diversity within its community and welcomes applications from women, racialized persons, Indigenous peoples, persons with disabilities, and persons of all sexual orientations and genders. All qualified individuals who would contribute to the further diversification of our organization are encouraged to apply. If you require accommodation for the recruitment process, please let us know at the point of application.

To apply:

Click the Apply for This Job button to submit your resume, cover letter and salary expectations. You will be contacted if you are selected for an interview. More information about working at Wellington-Altus can be found on our website at www.wellington-altus.com.

📌 Senior Account Support Specialist (Winnipeg)
🏢 Wellington-Altus
📍 Winnipeg