Support Genie Role

Possibly the coolest team support role ever…

You love making people feel seen and supported, and nothing fires you up more than seeing people win!

You’re the one your friends talk to when they want to share their big goals, get some thoughtful perspective, or find some major motivation. You’re their confidante, and you hold people accountable in a way that doesn’t make them feel like they’re about to get in trouble.

You love people, and you’re driven by results. You know exactly how to motivate people to achieve the goals they’ve set for themselves, even when the going gets tough!

Picture this: Every single day you get to work in a place that appreciates the work that you do. And trusts that you can do it better than anyone else on the team.

A place where you can truly care about the people on the other end of the email or zoom call, and your team members acknowledge how much of yourself you put into your job, even though you make it look effortless.

A place where you’re celebrated for your amazing talent for creating excellence out of the ordinary, and driving massive action + results.

If that sounds like you, you’re in the right place.

We are looking for a Support Genie to join our team. This is a work from home role supporting a team of financial planners. It’s a vital role that ensures the financial planners have the support they need to deliver on the promises they make to their clients.

We are looking for someone who can learn and improve the administrative side of working with clients. We’re a fast-growing company, focused on helping financial planners streamline and improve their operations so they can spend their time doing what they’re best at (which isn’t admin). You’ll learn The KAIZEN Financial Planning Process™ methodology and become a champion who helps the financial planners you support spend less time outside of their core role.

Our business is completely virtual. We’re biased — but we’re pretty sure this is the coolest place to work, ever. And we really believe that we are changing the way financial planners run their businesses + live their lives (you’ll see what we mean when you check out our websites: IRONSHIELD Financial Planning, CANi Financial Planning Syndicate and The Genie For Financial Planners).

IMPORTANT: This position is more than just responding to emails. We’re looking for someone to help cultivate positive relationships with our community of financial planners, be an innovative and strategic thinker, and make sure that our financial planners continue to feel supported and protected at all times!

This job is for you if…

What we’re looking for in our Support Genie…

How about we skip ahead to the meat of it? This role is the perfect fit if you want to work from home with a dynamic team and support some pretty badass financial planners. You understand that not everything is exciting all the time — sometimes we just need to put our heads down and do the work so that our clients can get the highest value out of everything we create. The job is not all unicorns and rainbows (although it is pretty magical) — there is some good stuff and there is some bad stuff…

First, here’s the bad stuff you should know:

• The hours can be weird, depending on your time zone, because our financial planners are in a bunch of different time zones. But most of your communication is via chat systems, task lists and email, so you’ll quickly figure out your groove.
• Our work is in the insurance and investment world. That means there is a bunch of regulation that we need to ensure is adhered to. So it would be a huge asset if you’ve spent some time in this world before.

Now here’s all the good stuff to make up for it:

• Our office is virtual — Want to wear yoga pants or pajamas all day? No problem! Wear whatever you want. You won’t need to buy work clothes and makeup or spend time commuting to and from work. We only ask that you’re available for our weekly team meetings and that you look presentable from the waist up for client meetings when you have them.
• This is a fun place to work, with a dynamic team. You will work directly with our core team, our financial planners, and their clients. You’ll be helping us with a mix of team projects and supporting our financial planners by ensuring they have what they need, when they need it.
• We’re not gonna to stress you out. We expect you to get your work done efficiently, and we use open communication help you get it right the first time. We won’t be constantly checking your work or asking you for endless revisions. Honestly, we aren’t experts in most of the tasks you will be doing, which is why we need you to take charge and get ’er done the best way you know how.
• The hours are super flexible + we support families. We will work with your schedule to set up a routine that works for you and your life. We just ask that you work within 3 hours (in either direction) of standard office hours in Eastern Time, which is the main time zone for our company.
• You will have new experiences, opportunities for growth, and power to make decisions that typical support roles don’t allow. You will have ownership of the work that you do and help guide the direction of our clients’ success.
• We want you to be an “intrapreneur.” There will be lots of opportunities to bring your ideas to the table and boss us around when you need us to get things done. Seriously — we want you to take charge and be creative to get results!
• You will have (and help develop) the most robust training to ensure that everyone knows what needs to be done and when. 
• This is not a sales role — this is a sales support role. You will support the follow-up actions required to move client sales opportunities forward.
• It’s a very interactive role. You’ll develop great relationships with the support teams at our investment and insurance supplier firms. You’ll be speaking (almost daily) with our portfolio manager support teams and the underwriting teams at the insurance companies we work with. Working from home doesn’t mean you’ll never get to speak to anyone!

What you’ll be doing:

• You will be a champion at navigating the administrative side of the insurance and investment industries and be seen as “the one who can get the sale across the goal line.” It would be a huge asset if you have experience in, and an understanding of, how these industries operate. 
• Your main focus will be to protect our financial planners from themselves. Financial planners often spend much of their time doing things they are not great at. But with you as their Support Genie, all that will change. You’ll be the rock star who ensures that they don’t mess up what to you is an easy administrative task. Feel free to tell them to get out of your way when necessary ;).
• As our clients go through our financial planning process, there are certain tasks that need to get done before and after meetings to move the client through the right stages at the right times. Getting things done between meetings is critical to their positive experience. You will be a hero to our financial planners by ensuring everything pre-meeting and post-meeting is done and done.
• Once you have been trained on and mastered our processes, if you see a better way of doing something, we want you to bring it to our attention so we can make the process even better.

What we expect from you:

1. You are the type of person who gets joy out of getting results for others. Every day, you will focus on the highest value activities to get our clients results. From the nitty-gritty administrative requirements that create a smooth back-end experience, to the fun and engaging content that inspires action, you will ensure that our financial planners feel supported and can rely on you.
2. You’re fired up about our mission to help clients manage what they can’t afford to lose. We believe that we can help our clients build clarity and confidence around their financial future. Being reliable, doing what you say you will do and always looking for ways to create a “wow” client experience will make you a hero.
3. You’ll be learning and helping to develop the processes that will give our financial planners assurance that they are well supported. Their ability to step into a client meeting with confidence, and step out of a client meeting knowing that what they promised to do will get done, is ridiculously valuable to them.
4. You need to have your life insurance license. Not because you need to sell the stuff, but because you need to understand how it works, how to get plans through underwriting and how to support the underwriter during the underwriting process.
5. You should understand various investment plan types (RRSP, TFSA, RESP, etc.). You will be working closely with clients to help them transfer their existing assets to their newly selected portfolio manager, so you’ll need to know the transfer process works and how the account set-up process works.
6. You’ll be working on a technology platform that consists of Google Workspace, Gmail, Google Docs, Google Sheets, Salesforce.com and other, more specific, financial planning solutions that you will learn. 
7. You love to amplify things. You’re really good at taking a wisp of an idea, or a casual comment from a client, and turning it into a resource that drives results.
8. You are meticulous in your work. You will learn and support every detail of our comprehensive financial planning process.
9. You share our company values. We believe that Black Lives Matter, we stand for LGBTQ+ rights, and we are actively investing in and working to build an equitable, inclusive, anti-racist company from the inside out. We encourage you to apply if you share those values.

In short, your job is to help us in any way you can to drive our mission forward + continue to improve the experience and results for our clients. And to have fun at work — lots of fun. (Who wants a job that isn’t fun?!) We are looking for someone who is passionate about working in the financial sector and helping us continue to improve how we deliver our services to our clients.

We don’t expect you to have perfect qualifications for this job. Tools are teachable, but we do expect you to have a solid understanding of how to organize your computer, format documents, use spreadsheets and use a Google Calendar. We will train you on The KAIZEN Financial Planning Process, so don’t worry if you don’t know that yet. 

SOME OF YOUR TYPICAL TASKS:

• Attend daily morning team huddles and a weekly staff meeting.
• Look at the upcoming week for the financial planners you support so you know what types of meetings you’ll help them get prepared for.
• Confirm their upcoming meetings by email.
• Manage their schedules.
• Use Salesforce.com (our CRM) to keep track of client opportunities and keep them organized.
• Prioritize your task list daily to ensure that what needs to be done gets done, quickly.
• Track and monitor implementation steps to move opportunities through to completion as quickly as possible.
• Develop screen capture training videos to document and record best practices that will help train other Support Genies as they come on board.
• Take ownership of your tasks and ensure they are done right.

WHAT DOES SUCCESS LOOK LIKE IN THIS ROLE?

• Respond to client questions within 24 hours.
• Respond to financial planner inquiries within 12 hours.
• Own the stages of implementation that you are responsible for to ensure the proper execution of all steps (while adhering to all the regulations).
• Become a champion in the use of our platform and the execution of our processes to give our financial planners confidence that you’ve got their back.

REQUIREMENTS:

• Be confident on a Zoom call.
• Have high emotional intelligence.
• Be willing to learn and follow our systems and processes.
• Be very empathetic and have strong communication skills.
• Be competent with technical issues.
• Be comfortable operating autonomously.
• Be an independent, self-starter who executes tasks on time and with exceptional attention to detail!
• Be comfortable having difficult conversations.
• Take direction well and thrive in a high-performing team environment.
• Be loyal, hardworking and comfortable working in a fast-paced small business where priorities can change quickly.

This job description doesn’t include everything you may be asked to do. Other tasks may come up. 

Application Details

We expect to get a lot of applications for this role and we simply don’t have time to interview everyone, so make your application stand out if you want a job that will change the entire trajectory of your life.

If this is a job that gets you so excited that you would even do it for free, we would totally accept that offer from you. But, if you prefer to be paid (and we totally get it — we prefer getting paid as well) this is what we offer:

• Regular full-time or part-time position
• A virtual role, so you can work from anywhere — but we’d prefer someone who is within 3 hours of the Eastern time zone

To prove that you are detail oriented and can follow procedures, when you apply for this position you must use the secret subject line for the email: “Financial Planning is the key, it always has been and it always will be.” Yep, that’s our little trick to sort out people who send their resume to anyone and everyone from the folks (that’s you) who are truly interested in this position. 

We are looking to bring our new team member on board as soon as possible, but we will take the time to find the best fit in both abilities and culture. 

To learn more about what we do and how we do it, check out www.ironshield.ca.

Here’s how you apply:

1. Send an email to hr@ironshield.ca summarizing in writing, screen capture or video why you want to help a successful financial planner serve their clients.
2. In the email, please confirm that you have your Canadian insurance license and don’t forget to use the special secret subject line.

We can’t wait to meet you!

Applications must be submitted by 11:59pm ET Sunday, June 6th, 2021.

Only applicants selected for an interview will receive a response. No phone calls please.