Client Coordinator

The Client Coordinator reports directly to the Partner & works closely with the Senior Client Coordinator to manage client workflow in a timely and accurate manner, resulting in efficient utilization of resources. The Client Coordinator maintains client records, provides leadership team support and ensures client satisfaction. This position also handles other office administration duties, as required.

Job Duties

Detailed description of the specific duties, subcategorized by key accountabilities.

Client Relationship Support

As allocated by Partner/Manager:

• Guides new client onboarding including confirming/maintaining accurate client contact information and gathering all pertinent client information to begin and set up Client Profiles in the Areti CRM system (iFirm).
• Prepares and responds to courtesy letters, promptly forwarding to the Partner for review and signature
• Assists clients with non-accounting questions, such as accessing basic federal and provincial taxation documents online, obtaining Notices of Assessment, CRA Statements of Account and troubleshooting the Client Portal
• Provides administrative support to Partners and Managers;
• Email management of Partner’s inbox and action items; bring forward any queries or meetings based on urgency levels;
• Corresponds with clients on behalf of Partners;
• Schedule meetings for Partners and Managers including quarterly or semi-annual client meetings with Partners;
• Handles client offboarding including final bill and archiving of Client Profiles in the Areti CRM system (iFirm).
• Receives general Firm emails, promptly forwarding or responding as required;

Client Engagement Workflow Support

As allocated by Partner/Manager:

• Handles the administration and distribution of client documents, as required:
• Prepares outbound client correspondence such as engagement letters, retainers, financial statements, letters, reports and other documents;
• Gathers and organizes client documents;
• Promptly distributes completed deliverables;
• Saves all documents in relevant system folders;
• Electronically files completed tax returns with CRA
• Analyzes reports associated with client file workflow data and provides a weekly report to managers/partners, identifying slow moving or overdue projects.
• Analyzes reports associated with client file WIP and provides a weekly/monthly report to managers/partners, identifying interim or extra billing opportunities, over budget projects or other anomalies that may require attention
• Assist in-house colleagues and remote colleagues with retrieving documents via CRA or BCOnline as requested

Client Billing

• Draft invoices for Partner approval
• Send invoices to clients for prompt collection
• Administer monthly meetings with the managers/partners to review outstanding AR and overdue WIP to ensure financial efficiency

Ad hoc Admin

Provides support to Office Manager when away from office;

• Courteously handles inbound phone calls and respond, transfer, or take messages where appropriate
• Receives and dispatches mail/couriers/packages in a timely and efficient manner
• Check mailbox daily and distribute items to partners, managers or staff member
• Accepts incoming packages and forwards to staff members
• Opens and scans incoming mail for clients, redirecting as appropriate
• Prepares client records to be returned

Performance Measurements

Describes how the manager would know the incumbent is meeting or exceeding performance expectations. Consider adding a quality, quantity, or timeline component to accountabilities and/or duties.

Client Administrative Support: Client files are set up on time and are accurate and complete. Client documents are accurate, complete and distributed in accordance with specified timelines.

Client Service: Any feedback from clients is positive.

Client Workflow: Workflow is efficiently managed through comprehensive analysis of data (WIP, budgets, file turnaround etc.)

Administrative: Diligently manages Partner inbox. Communicates with clients professionally and in a way that authentically reflects the firm’s culture. Emails are forwarded or answered within one business day.

Skills/Competencies

Describes what attributes the incumbent must master to be successful in this position.

Client Focus: Dedicated to meeting the expectations and requirements of internal and external clients.

Communication: Both orally and in writing, delivers the right message, at the right time, for the right people. Practices active listening.

Time Management: Able to effectively prioritize to produce timely, high-quality results, meeting all deadlines.

Detail-Oriented: Demonstrates a focus on details, achieving thoroughness and accuracy.

Initiative: Takes a proactive approach and is persistent and solution-oriented in overcoming difficulties or issues.

Qualifications

Lists the education, experience and knowledge needed for this position.

• Secondary school completion.
• 2-3 years administrative / data analysis experience.
• Intermediate to advanced computer skills (MS Office).