Service Delivery Representative - Toronto, Canada - Fidelity Investments

Fidelity Investments
Fidelity Investments
Verified Company
Toronto, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

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Description
Job Description

Position - Service Delivery Representative - hybrid working pattern


Who We Are:
Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market.

We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of firms.

The Purpose of the Role


The Service Delivery team is the primary point of contact for day-to-day service delivery to Introducing Broker and Portfolio Manager clients of FCC.

The Service Delivery Representative will develop and maintain excellent relationships with FCC's clients, ensuring interactions meet our high service standards.

They will act as a liaison between the client and the FCC back
- office departments as required, ensuring that defined client service levels are being met. They will respond to enquiries raised by clients. They will ensure that heightened issues are promptly escalated appropriately. Responsibilities will also include assisting team members when required, participating in projects, and producing client metrics.


What You Will Do:

  • Act as the central point of contact for our IB & PM clients for all service
- related issues. Receive and respond to day-to-day inquiries/requests from clients, and manage and escalate client issues accordingly, ensuring that a complete resolution is provided to clients within defined SLAs. This includes strong knowledge of operational policies and processes in order to successfully troubleshoot issues and answer queries. An understanding of how clients interact with FCC and any special handling or unique business processes is essential. Effectively collaborates with other departments to ensure excellent service is delivered. Deliver the highest quality of customer service to our internal and external customers to exceed their expectations and create a positive experience.

  • Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.
  • Use sound judgement to understand the impact of situations to the client, escalating appropriately and establishing clear communication, with the client, and facilitating the handoff to the Service Delivery Managers as required and responding to questions in a timely manner.
  • Process defined transactions as required, including account changes, fund movements, journals, and securities transfers, ensuring full adherence to FCC's guidelines.
  • Keeps apprised of the continuously evolving FCC policies procedures. Administration of the Service & Support knowledge base. There may be other duties as assigned.
  • Logging of client interactions in Salesforce. This includes the Voice of the Customer Program.

What We're Looking For:

  • 3 year postsecondary diploma
  • 2+ years' experience working in a client service or operations role within the financial services industry, preferably in the brokerage industry
  • Solid understanding of customer service.
  • Knowledge of Industry products, services and systems is nice to have.
  • Strong written and oral communication.
  • Completion of Canadian Securities Course would be considered an asset.

The Expertise Your Bring:

  • Proven success in establishing exceptional client service.
  • Ability to build credibility and rapport with clients quickly.
  • Ability to communication in a clear and compelling manner.
  • Knowledge of our operations offering, processes and policies including account openings, account transfers, registered products, investment products, settlements & certificate handling.
  • Ability to analyze and synthesize information to identify and understand when issues need to be raised with the Service Delivery Managers; strong attention to detail.
  • Ability to prioritize tasks based on clients' needs.
  • Ability to listen effectively.
  • Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients.
  • Strong computer skills including proficiency in Office
  • Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC's product offerings.
  • Salesforce usage, including case management, reporting and metrics.
  • Excellent verbal and written communication skills
  • Team player
- ability to foster and maintain strong working relationships and work cooperatively with others.

Current work authorization for Canada is required for all openings.

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 oth
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