Rona Rafal is known for working adeptly in many capacities as a Client Support Specialist with iA Private Wealth in Vancouver. Her compassion for people shows both in her work with clients and in her volunteering with the Salvation Army’s Customer Service and Family Services Department. Rona is exceptional at organizing client profiles and connecting clients with advisors.
Q: What do you think is the most critical skill for maintaining effective client relationships?
Rona Rafal: I’d say adaptability is the most critical skill. Every client has unique needs and circumstances, and situations can change rapidly. Being adaptable allows you to respond effectively to these changes and find the best solutions for your clients. It’s also important to be proactive—anticipating potential issues and addressing them before they become problems can greatly enhance client trust and satisfaction. And, of course, empathy and patience go a long way in building and maintaining strong client relationships.
Q: What can you say of the demands on women in the financial field?
Rona Rafal: As a woman working in the financial field, I do take work home once in a while. I see myself at regular social events to keep the relationships between clients and financial advisors in a good place. I often translate for clients and advisors to ensure everyone is on the same page. I love this part of my work, but it does slide into the time that I have with my family. Balancing work with parenthood can be difficult. I have doctor’s appointments for my daughter or times when she needs a parent for events during the work day. So, work interferes with parenthood and parenthood interferes with work. I do think that sometimes it feels as if you could get backlash for being a parent in the workforce. I have been very lucky to have great, supportive jobs. I have also been lucky to have a supportive village and family to help with my daughter when needed. While I was able to have supportive jobs, I know this is not always the case. I know that some jobs are extremely demanding with their employee’s time and this can cause issues in parent’s lives when they are just doing their best. I would say to try to set clear boundaries at the very start. Always communicate openly with work and your family if anything might arise and stay positive. Working and parenting can be stressful. Decide what is more important for your stress and focus at that time.
Q: You have worked in several roles, including Freight Supervisor, Client Support Specialist with iA Private Wealth, and with the Salvation Army’s Customer Service and Family Services Department. What advice would you give to someone starting in a client support role based on your diverse experiences?
Rona Rafal: One of the most important pieces of advice I can offer is to develop strong communication skills. No matter what industry you’re in, being able to listen to clients, understand their needs, and clearly convey information is crucial. Additionally, organization is key. Keeping detailed and accurate client profiles helps in providing personalized support and building lasting relationships. Always approach your work with empathy. Whether you’re dealing with logistics or providing support services, understanding and addressing the human aspect behind each interaction can make a significant difference.
Q: Do you have any advice for those thinking about the next generation when saving money or investing?
Rona Rafal: I learn so much every day from the advisors and clients. Balancing money while taking care of a family is difficult, but it can be manageable with a few things that I have learned. Set clear financial goals for the whole family. Talk to the family about the goals openly and often so that everyone is on the same page. Along with having this plan, have a monthly budget to keep track of the income and spending that happens. This was difficult to get into years ago, but now they have so many resources and cute books or apps to use to help budget. If you have extra money ensure you are saving and investing as much as possible to set you up for a better future. Just mentioning the future, unexpected things happen all the time. Try to have emergency money set aside just in case. It is important to change your financial plans regularly. Your goals change as your family grows bigger and older. Plans can change to meet the new goals that your family creates. Dance classes turn into soccer practice, to debate team, to senior trip, to family vacations, to grandkids and more. Every financial plan is different.
