Client Experience Specialist - Toronto, Canada - Fidelity Investments

Fidelity Investments

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description

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

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.
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 2year related work experience in the mutual fund services industry
Experience with endtoend customer relationship management is preferred
Minimum of 1year experience in inbound call inquiries is preferred
Minimum of 1year experience in transaction and/or adjustment processing is preferred

Education

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

Designations, Licenses, or Accreditations

IFIC or CSC is preferred

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 multitask and work well in a fastpaced environment
Strong organizational and product awareness

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% employerpaid premiums, that include up to $5000 annually for mental health services and therapy
Parental leave topup 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 empl