Client Services Trainer (Financial)

Position Description:

The Client Services Trainer plays a key role in building a high-performing Client Services team by leading the onboarding and development of Financial Service Representatives. This individual is responsible for facilitating the Best Practices segment of training ensuring new team members are equipped with the skills and knowledge to deliver exceptional collaboration with the Recruitment team and the Client Services leadership team the Trainer also contributes to recruitment and selection efforts. Additionally the Trainer supports service excellence through continuous skill assessments targeted learning programs and ongoing coaching to address performance gaps and promote a culture of continuous learning and improvement.

Your future duties and responsibilities:

. Facilitate Foundations training provide mentorship guidance and support to new hires and evaluate performance throughout the onboarding process.
. Create and deliver upskilling programs based on training needs assessments conducted in collaboration with operations teams.
. Evaluate learners application of skills and knowledge through observation assessments and testing results.
. Provide coaching and constructive feedback with actionable solutions to drive learner performance and achievement of deliverables.
. Adapt training and coaching approaches to support various learning styles and guide diverse learners toward success.
. Document training outcomes and performance insights through scorecards and regular summaries.
. Participate in performance calibration and feedback sessions with Client Services leadership to align training with operational needs.
. Collaborate with CS Supervisors and L&D Trainers to ensure a seamless and engaging onboarding experience.
. Maintain alignment with Subject Matter Experts (SMEs) to ensure training content remains relevant and up to date.
. Support the transition of new hires from training to operations ensuring readiness and confidence in role expectations.
. Assist with recruitment initiatives including attending job fairs and networking events and utilizing platforms such as LinkedIn to attract quality candidates.
. Conduct candidate assessments in partnership with Human Resources evaluating fit for the Client Services environment.
. Manager performance during training and escalate when appropriate.
. Promote the Client Services Purpose and values throughout the training and engagement process.

Required qualifications to be successful in this role:

Educational Background

. College Graduate / Bachelors degree


Career Experience

. Minimum of 3 years in a Call Centre environment with a focus on customer service delivery.
. Minimum of 2 years of experience supporting wealth management insurance or financial management clients/accounts.

Skills

. Exceptional communication skills with the ability to adjust for different audiences and learning styles
. Demonstrated facilitation coaching and leadership abilities
. High level of professionalism and customer service orientation
. Excellent interpersonal and relationship-building skills
. Organized self-motivated and capable of working independently
. Flexible and adaptable in a fast-paced changing environment
. Keen attention to detail and accuracy
. Problem-solving mindset with a focus on win-win solutions
. Public speaking or adult learning certifications are considered an asset


Other Expectations

. Schedule Adherence: Complies with assigned shift schedules (including but not limited to start time end time and breaks/lunch); complies with rest day schedules; adheres to leave filing policies outlined by the engagement/company.
. Quality Compliance: Follows all quality standards and ensures that deficiencies are corrected promptly for activities in their function.
. Teamwork and Communications: Actively participates in required meetings whether engagement-related or company-related; acts as a backup for teammates when needed; shares insights and improvements identified during training.
. Collaboration: Works cross-functionally with Operations the Recruitment Team Learning & Development Workforce Management Quality Assurance and other relevant departments to ensure training aligns with service goals and operational readiness.
. Continuous Improvement: Stays current on training best practices and incorporates adult learning principles to enhance delivery and impact.
. Feedback-Driven: Welcomes feedback and continuously seeks ways to refine training approaches and outcomes.

Skills:

• Analytical Thinking
• Communication
• Customer Service & Support
• Detail-oriented
• English
• Innovation and creativity
• Mentoring and coaching
• Problem Solving
• Team Collaboration
• Wealth Management

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.