Client Experience Specialist
1 week ago
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 2-year 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
- 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 multi-task and work well in a fast-paced 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% 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 empl
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