Job Description

Permanent Full Time
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As one of Canada's leading MGAs, Financial Horizons helps over 6,500 independent advisors grow their businesses and achieve their vision of success. Financial Horizons has over 30 offices and more than 350 employees - all focused on amplifying their business with the right opportunities and solutions at the right time for them.
Canada Life acquired Financial Horizons in 2017. Canada Life is a member of the Power Financial Corporation group of companies and serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States.
Financial Horizons continues to operate independently in the marketplace.
We are looking for a detail-oriented and client-focused IT Customer support specialist to provide support to FH Advisors and FH Staff, using industry platforms such as WealthServ. This role sits at the intersection of financial operations, advisor service, and light technical support. You will be a key partner to advisors, staff, helping them navigate systems, resolve issues, and keep business running smoothly.
This position is ideal for someone with a back-office financial services background who is comfortable with technology and enjoys solving problems.
What you will do

• Provide day-to-day support to financial advisors using advisor-facing platforms (e.g., WealthServ)
• Account setup and maintenance
• Application and transaction status inquiries
• Policy and client data updates
• Document processing and follow-ups
• Be a liaison aiding FH staff through Canada Life ServiceNet ticketing systems and workflows
• Troubleshoot platform-related issues and provide Level 1 support (login issues, navigation help, basic system errors)
• Escalate more complex technical issues to IT divisions or platform providers as needed
• Act as a liaison between advisors, internal operations teams, and carriers
• Maintain accurate records of requests, issues, and resolutions
• Support workflow improvements and help identify recurring issues
• Ensure service standards and turnaround times are met

What you will bring

• Experience supporting financial advisors or working in a financial services back office
• Hands-on experience with advisor platforms such as:WealthServ or similar CRM/insurance/wealth platforms
• Strong understanding of financial services operations (insurance, wealth management, or investment processing)
• Excellent communication skills - able to explain processes and systems clearly to advisors
• Level 1 IT support experience or strong technical aptitude
• Experience with CRM systems and case/ticket tracking tools
• Knowledge of insurance or investment product administration
• Strong problem-solving ability
• Comfortable working with multiple systems and learning new platforms
• Detail-oriented with strong organizational skills
• Service-minded and responsive
• Able to manage multiple priorities in a fast-paced environment
• Team player who collaborates well across departments

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The base salary for this position is between $43,400 - $ 65,100 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.
Be your best at Canada Life- Apply today!
Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.
You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed. You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.
Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.
Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
#LI-Hybrid
Requisition ID: 5132
Category: Customer Service and Administration
Location:
Kitchener Ontario, ON, CA, N2P 2G5
Date: Feb 3, 2026
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