Client Experience Specialist – Toronto

Job title:

Client Experience Specialist – Toronto

Company

Fidelity Investments

Job description

Job DescriptionYou will be working on a pre-defined hybrid schedule as part of Fidelity’s dynamic working arrangement.Current work authorization for Canada is required for all openings.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.Client Experience Specialist

• Please note that this role is a secondment/contract ending on May 25, 2026.

Business OverviewThe Client Experience Team provides personalized services to Fidelity Investments Canada ULC clients who meet the criteria of experiencing operational issues or challenges related to the complexity of the business they do with Fidelity.How You’ll Make an Impact:Position OverviewThe Client Experience Specialist is the secondary contact, supporting the Client Experience Managers, for the delivery of exceptional operational service to FIC’s critical clients within the Client Services Division. The Client Experience Specialist supports CEMs in providing an effortless experience while maintaining a compliant environment.Key AccountabilitiesRelationship Management

• Establish, build and maintain relationships with Client Experience Managers, their advisors and key members of their offices.

Operational Expertise

• Coordinate, manage and documents all operational activities of assigned tasks and act as the reference on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience

• Coordinate with CEM and internal partners to positively influence client’s loyalty, sales results and case resolution.

Promote and support Innovation and continuous improvement environment

• Become an agent of change.
• Support new systems and services offerings.
• Develop skills in influencing and ability to inspire change and adoption of new habits.

What We Are Looking For:Experience

• Minimum of 18 months related work experience in the mutual fund services industry.
• Minimum of 1-year experience in in-bound call inquiries (required).
• Minimum of 1-year experience in transaction and/or adjustment processing (required).
• Experience with end-to-end customer relationship management is preferred.

Education:

• Completion of College Diploma or equivalent experience as a minimum (required).
• Strong communication skills in English (verbal & written) (required).
• Strong communications skills in French (verbal & written) (asset).

Designations, Licenses, or Accreditations

• IFIC or CSC is preferred.

The Expertise You Bring:1. Excellent relationship management skills – proven experience in building and managing relationships with customers2. Excellent bilingual (French/English) verbal and written skills3. Excellent knowledge of policy, procedures, all transaction types and product offerings4. Motivated and proactive individual5. Quick learner and ability to adapt to change6. Excellent interpersonal and communication skills (verbal and written)7. Ability to multi-task and work well under pressure8. Ability to work equally well independently and as part of a team9. Strong organizational and product awareness10. Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT11. Familiar with call-center technologyFidelity Canada is an equal opportunity employerFidelity 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 processFidelity 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 .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 EmployerDesignations

• 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

Expected salary

Location

Toronto, ON

Job date

Tue, 05 Nov 2024 23:19:31 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (globalvacancies.org) you saw this job posting.