Hybrid Client Experience Specialist en Fidelity Canada

Job Description

Please note:

• Current work authorization for Canada is required for all openings.

• You will be working on a hybrid schedule as part of Fidelity’s dynamic working arrangement.

Who Are We

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. 

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

How You'll Make an Impact

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.

Primary Responsibilities:

• 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.

• 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

• Partner with other FIC Client Services departments to address client queries and achieve case resolution

• Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure that client expectations are surpassed

• 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

• Accountable for contributing to the continuous improvement environment

• Hold oneself accountable to internal and external policies to mitigate risk to Fidelity and its customers

What We Are Looking For

Experience

• Minimum of 18 months of related work experience in the mutual fund services industry

• Experience with end-to-end customer relationship management is preferred

• Minimum of 1-year experience in in-bound call inquiries is preferred

• Minimum of 1-year experience in transaction and/or adjustment processing is preferred

Education

• Completion of College Diploma or equivalent experience as a minimum is required

• Bilingualism in French & English (verbal & written) is required for is an asset for this role.

Designations

• Having IFIC or CSC will be considered an asset

The Expertise You Bring

• Excellent relationship management skills - confirmed experience in building and handling relationships with customers

• Excellent bilingual (French/English) verbal and written skills

• Excellent knowledge of policy, procedures, all transaction types and product offerings

• Quick learner and ability to adapt to change

• Excellent interpersonal and communication skills (verbal and written)

• Ability to multi-task and work well in a fast-paced environment

• Strong organizational and product awareness

• Familiarity with MS Office Suite, Salesforce, internet and relevant in-house applications (AXIS, NEXUS, XTRAC, ConX, ACE, AI, CHAT)

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

• Flexible working arrangements - 100% remote, hybrid, and in office options

• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you

• 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

• Parental leave top-up to 100% of your salary for a period of 25 weeks

• Up to $650 for home office equipment

• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice

• Diversity and inclusion programs, including an active network of Employee Resource Groups

• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation 

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 FidelityCanadaStaffing@fidelity.ca.

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 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team