Position title: Client Excellence Coordinator (CEC)

Functional area: Fulfillment – Administrative Services

Reports to: Client Manager (CM), General Manager (GM)

Salary: Competitive Based on Experience

Employment Status: Full-time

Date: Immediately

At Shajani CPA, we are redefining the client experience by combining top-tier professional services with seamless, responsive, and thoughtful administrative support. Our Client Excellence Coordinators are the first point of contact for our clients — the ambassadors of our brand and the stewards of our workflow excellence.

We are looking for organized, client-focused, and dynamic individuals to support our client service desks. This is more than an admin role — it is your opportunity to shape the first and lasting impressions our clients have of our firm.

As a Client Excellence Coordinator, you will:

- Operate with precision and professionalism
- Support engagement teams across service lines (Tax, Accounting, Assurance, Advisory)
- Learn and grow in a high-performance, collaborative firm

Our culture is built on excellence, humility, and purpose. Join us if you want to be part of a team that is deeply committed to client care, continual learning, and professional growth.

WHAT YOU’LL LEARN

As a Client Excellence Coordinator at Shajani CPA, you will build foundational public practice skills that support your growth into a highly competent, professional, and valued member of our firm. You will develop expertise in:

CEC1 – Client Communication and First Impressions: Professionally answering phones, greeting clients, routing messages, and representing the firm’s brand with warmth and accuracy.

CEC2 – Office Presentation and Atmosphere Management: Opening/closing the office, preparing meeting spaces, and helping maintain a welcoming, uplifting environment.

CEC3 – Scheduling and Capacity Management in iFirm: Assigning work in iFirm, booking internal and external meetings, and rolling forward future year files for workflow alignment.

CEC4 – Client Portal and Digital File Management: Managing iFirm portal access, organizing digital files properly, and assisting clients with portal navigation.

CEC5 – Engagement Letters and E-signatures: Sending engagement letters via Knuula, understanding engagement types, and saving signed documents to appropriate locations.

CEC6 – PBC Requests and Document Intake: Requesting CRA and client documents, sending professional PBC requests, tracking intake, and verifying completeness for technical teams.

CEC7 – Desk Management and Workflow Coordination: Maintaining the Job Board, tracking desk progress, and coordinating desk meetings and priorities with accuracy.

CEC8 – Payments and Client Billing Coordination: Collecting prepayments, understanding basic fee structures, and flagging outstanding items for follow-up.

CEC9 – File Closure, Lockdown, and Delivery: Delivering completed files, archiving signed documents, completing e-filings, and rolling forward next year’s services.

CEC10 – Legal and Tax Document Understanding: Identifying and requesting tax and legal documents, understanding their context, and communicating client needs clearly.

CEC11 – Alberta Registries and Minute Book Management: Incorporating companies, maintaining minute books, and preparing filings or registry requests accurately.

CEC12 – Leadership, Reporting, and Professionalism: Reporting on workflow and capacity, identifying process improvements, and demonstrating initiative, discretion, and leadership.

POSITION OBJECTIVE

The Client Excellence Coordinator (CEC) is a key administrative professional at Shajani CPA, responsible for enabling an exceptional client experience and supporting the seamless execution of internal workflow. As the front-line representative of the firm, the CEC ensures every client interaction—whether in person, by phone, or digitally—reflects the professionalism, warmth, and excellence that define our brand.

Beyond reception, the CEC is entrusted with responsibilities across scheduling, file coordination, document management, billing, and legal/regulatory support. Through structured training aligned with our 12 CEC competencies, this role is designed to develop strong operational leadership and administrative expertise in a high-performance environment.

Client Excellence Coordinators are critical contributors to the overall success of our engagements. By proactively managing tasks that increase efficiency for our Client Managers, Accounting Technicians, and Partners, the CEC helps our team focus on delivering high-quality financial, tax, and advisory services. A successful CEC demonstrates initiative, strong organizational skills, and a commitment to continuous improvement—ensuring that every detail supports a world-class client journey.

Qualifications:





Post-secondary diploma or certificate in Office Administration, Business, or a related discipline; a university degree is an asset but not required

1–3 years of professional experience in a client-facing administrative, coordination, or customer service role

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams) and ability to learn firm-specific platforms quickly

Experience with QuickBooks Online, CaseWare, CRM software, or workflow tools (e.g., iFirm, Knuula, TaxCycle) is a strong asset

Exceptional verbal and written communication skills, including professional email etiquette

Demonstrated ability to multitask, prioritize, and stay organized in a deadline-driven workplace

Knowledge, Skills & Experience (Essential):

Impeccable organization and time management; thrives in a high-volume, fast-paced setting

Strong attention to detail with a commitment to accuracy, consistency, and completeness

Polished and professional demeanor in all client interactions—in person, by phone, and electronically

Ability to manage confidential information with maturity, discretion, and sound judgment

A proactive team player with the ability to work independently and collaboratively across desks

Technologically confident; comfortable navigating cloud-based platforms, client portals, and digital document systems

Knowledge, Skills & Experience (Desirable):

Prior experience in a public practice firm (accounting, law, wealth, or consulting)

Familiarity with CRA Represent a Client, PBC document intake, or e-signature platforms such as Knuula

Working knowledge of corporate registries, minute book filings, or legal document handling

Demonstrated enthusiasm for client service excellence, professional development, and internal leadership

A strong interest in supporting teams that serve family-owned enterprises, entrepreneurs, and high-net-worth families

COMPETENCIES REQUIRED

Client Excellence Coordinator (CEC)

1. Professional communication and interpersonal skills – Able to interact warmly and clearly with clients and colleagues both in person and over the phone.

2. Strong organizational habits and attention to detail – Maintains a tidy, professional environment and anticipates presentation needs.

3. Calendar management and task coordination – Familiar with digital scheduling systems and managing multiple priorities simultaneously.

4. Digital literacy and file organization – Comfortable navigating portals, uploading documents, and working in cloud-based systems.

5. Document workflow understanding – Able to follow processes involving digital signatures and understands the importance of document control.

6. Accuracy and document tracking – Skilled in checking document completeness and following up on outstanding items.

7. Task tracking and update communication – Comfortable updating task boards, tracking status, and participating in workflow meetings.

8. Billing awareness and payment tracking – Understands basic billing principles and follows up on outstanding payments in a professional manner.

9. Process completion and follow-through – Demonstrates responsibility in closing tasks, saving files, and preparing for the next service cycle.

10. Administrative familiarity with tax/legal forms – Able to recognize key documents (e.g., T-slips, NOAs) and organize them appropriately.

11. Experience with corporate records or document filing – Understands filing systems, data entry, and the importance of legal compliance.

12. Proactive reporting and team contribution – Takes initiative, shares insights with leadership, and carries a high standard of professionalism.

ORGANIZATIONAL RELATIONSHIPS

Reports to:

- Client Manager (CM): for workflow prioritization, task assignments, and client file coordination
- General Manager (GM): for office operations, scheduling systems, and capacity tracking
- Partners: for meeting coordination, client interactions, and firm-wide service standards

Internal Contacts:

- Accounting Technicians (ATs): for document readiness, PBC delivery, and workflow support
- Client Managers (CMs): for daily coordination of active files, client service requirements, and desk scheduling
- Quality Control Reviewer (QCR): for organizing final documents and ensuring e-filing and delivery completion
- Tax and Assurance Managers (TM/AM): for supporting file flow and scheduling in specialty engagements
- Other Client Excellence Coordinators: for shared task coordination, front desk coverage,



and standardization of administrative processes

Organizational Authority

Decisions Made:

- Day-to-day prioritization of administrative tasks within the desk
- Coordination of PBC document intake, client file logistics, and e-filing submissions
- Management of engagement letters, secure client communication, and iFirm workflow tracking
- Office opening/closing procedures, boardroom setup, and readiness for client-facing events

Decisions Referred:

- Client questions regarding fees, engagement scope, or timelines (to CM or Partner)
- Technical or compliance-related document concerns (to CM or QCR)
- Office capacity issues or scheduling conflicts (to GM)
- Escalations involving client service breakdowns or delays (to CM or GM)
- Access or privacy concerns involving client data (to GM or Partner)

General responsibilities

· Serve as the first point of contact for all client interactions—answering phones, greeting visitors, and routing inquiries with professionalism and warmth to reflect Shajani CPA’s commitment to service excellence (CEC1)

· Maintain a clean, organized, and welcoming office environment by managing daily opening/closing procedures, preparing boardrooms, and supporting a professional workspace atmosphere (CEC2)

· Coordinate internal and external scheduling using iFirm, including assigning workflow to ATs and CMs, setting up client meetings, and supporting team capacity planning (CEC3)

· Manage client portals by assisting with login issues, uploading and organizing files, ensuring privacy compliance, and supporting seamless digital communication (CEC4)

· Send engagement letters through Knuula, track for completion, understand applicable engagement types (e.g., Compilation, Review), and save signed documents correctly in CWC (CEC5)

· Draft and send Provided-By-Client (PBC) request emails with professionalism and clarity. Collect and verify all documents required to begin a file and follow up as needed (CEC6)

· Maintain the desk’s Job Board to reflect current and upcoming client files, PBC status, and workflow priority. Coordinate desk meetings and record minutes to ensure task alignment (CEC7)

· Collect client prepayments and follow up on payments post-service. Communicate fee expectations with clarity and escalate unpaid invoices as required (CEC8)

· Support file closure by assembling final deliverables, uploading to iFirm or secure email, archiving documents to CWC, e-filing with CRA, and confirming completion with CMs and QCRs (CEC9)

· Learn to recognize and request essential documents such as NOAs, T1 slips, GST filings, and shareholder agreements. Communicate requirements without providing advice (CEC10)

· Assist with Alberta Registries and corporate filings—coordinating annual returns, director changes, and maintaining organized minute books for corporate clients (CEC11)

· Prepare weekly Job Board reports and capacity updates to GM and Partners. Proactively flag bottlenecks, offer workflow suggestions, and demonstrate initiative in leading administrative service (CEC12)

· Update client contact records and service profiles within iFirm to support productive communications and ensure compliance with client confidentiality and anti-spam legislation

· Monitor general inboxes, online chat, and reception lines, ensuring quick and courteous response to incoming client requests and inquiries

· Support firm events, client appreciation activities, and internal celebrations by coordinating logistics and communicating with attendees

· Collaborate with ATs and CMs to ensure readiness for file starts, including calendar bookings, PBC tracking, and service setup for the new year

· Maintain and update shared templates, engagement tracking documents, and client onboarding kits for consistency and compliance

· Participate actively in team meetings, training sessions, and feedback reviews—committing to continuous improvement and alignment with firm culture

· Uphold Shajani CPA’s values of professionalism, humility, service excellence, and continuous learning in every client and team interaction

· Deliver service in alignment with Shajani CPA’s 12 Service Standards, with professionalism, accuracy, and client care.

Acknowledgement

This job description has been designed to outline the general nature and level of work performed by the Client Excellence Coordinator. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the role.

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 35.0 per week

Benefits:

- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off

Education:

- Secondary School (preferred)

Experience:

- Office Admin: 2 years (required)
- Microsoft Office: 3 years (required)

Work Location: In person

📌 Client Excellence Coordinator (Red Deer)
🏢 Shajani
📍 Red Deer