Client Experience Specialist Jobs

Established in 1987, Fidelity Investments Canada Inc. (FIC), provides Canadian investors with a full range of mutual funds, ETFs and alternative funds. Fidelity funds are available through a number of advice-based distribution channels, including financial planners, investment dealers, banks and insurance companies.

FIC manages over $168 billion (CAD) in mutual fund and institutional assets, as at December 15, 2020. This includes $41 billion in assets for institutional clients, including public and corporate-defined benefit pension plans, endowments, foundations and corporate assets on behalf of clients across Canada.

The Investment Management team, focuses on research analysis and delivering strong returns, and is comprised of portfolio managers, research analysts, traders and more.

Client Experience Specialist

What You Will Do

The Client Experience Specialist is the secondary contact, supporting the Bilingual Client Experience Managers, for the delivery of exceptional operational service to FIC’s critical clients within the Client Services Division. The Client Experience Specialist maintains excellent relationships with the portfolio of clients; ensuring services delivered across Client Services meet and exceed our high standards. The Client Experience Specialist will use their strong operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client escalations.

Key Accountabilities / Responsibilities

• Accountable for promoting of new system and services offerings to the clients, and influencing to create new habits of adapting such new system and service offerings
• Coordinate all operational activities in support of Bilingual Client Experience Managers. Handle overflow inbound calls and emails, coordinate the processing of adjustments and transactions
• Partner with Sales Teams in the effort of influencing client loyalty and sales results
• Accountable for contributing to the continuous improvement environment
• Hold oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers
• Add value to the client experience by understanding what is important, recognizing what needs to be done and taking personal accountability for creating a positive “moment of truth”. Respond to all client inquiries in the absence of the primary Client Experience Manager as the secondary point of contact take full ownership from start to finish. Assess inquiries and escalations according to Fidelity’s policies and procedures, and communicate escalations to Client Experience Manager, management, and impacted parties.
• Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure that client expectations are surpassed
• Partner with other FIC Client Services departments to address client queries and achieve case resolution

Experience

What We Are Looking For

• Minimum of 1-year experience in transaction and/or adjustment processing is preferred
• Minimum of 2-year related work experience in the mutual fund services industry
• Minimum of 1-year experience in in-bound call inquiries is preferred
• Experience with end-to-end customer relationship management is preferred

Education

• Communication skills in French (oral & written) is an asset
• Completion of College Diploma or equivalent experience as a minimum is required

Designations, Licenses, or Accreditations

• IFIC or CSC is preferred

The Expertise You Bring

• Excellent knowledge of policy, procedures, all transaction types and product offerings
• Excellent bilingual (French/English) verbal and written skills
• Excellent relationship management skills - confirmed experience in building and handling relationships with customers
• Ability to multi-task and work well in a fast-paced environment
• Familiarity with MS Office Suite, Salesforce, internet and relevant in-house applications (AXIS, NEXUS, XTRAC, ConX, ACE, AI, CHAT)
• Quick learner and ability to adapt to change
• Excellent interpersonal and communication skills (verbal and written)
• Strong organizational and product awareness

Some of the ways we’ll help you feel valued and supported as part of our team

• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Parental leave top-up to 100% of your salary for a period of 25 weeks
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation
• Diversity and inclusion programs, including an active network of Employee Resource Groups
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy
• Flexible working arrangements - 100% remote, hybrid, and in office options
• Up to $650 for home office equipment

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following

Awards

• Canada's Top Family-Friendly Employers 2023 (7th consecutive year)
• HRDC Best Places to Work 2022
• Greater Toronto's Top Employers 2023 (10th consecutive year)
• Venngo Healthy Workplaces Award Workplace Benefits Awards – Health and Wellness Program
• Canada's Top 100 Employers 2023 (7th consecutive year)
• Canada's Top Employers for Young People 2023

Designations

• Great Place to Work (Dec 2022 - Nov 2023)
• A Canadian Compassionate Company
• Best Workplaces for Women 2023 by Great Place to Work