Client Experience Manager Bilingual/unilingual
1 week ago
Job Description
You 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 Manager Bilingual/Unilingual
Who We Are:
Client Experience Team (CET) provides personalized service to financial advisors and their team with a goal to deliver an exceptional and effortless client experience to their back-office queries.
How You’ll Make an Impact:
The Client Experience Manager Bilingual/Unilingual is the primary contact within Client Services for the delivery of exceptional operational service to FIC’s critical clients. The Client Experience Manager maintains and develops excellent relationships with their portfolio of clients; ensuring services delivered across Client Services meet and exceed our high standards. The Client Experience Manager will use their strong operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client escalations. A relentless focus on quality will lead to the identification of process improvements across Client Services to enhance the client experience.
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”. Act as the first point of contact for inquiries and escalations and provide guidance to team members. Take full ownership from start to finish. Assess inquiries and escalations according to Fidelity’s policies and procedures and communicate escalations to management and impacted parties.
- Build and maintain strong relationships with each client and develop solid understanding of their needs. Has service review discussions; develop and execute action plans to address issues; and deliver solutions to improve client satisfaction.
- Leverage opportunities to offer training/education on the operational details of new service-related offerings in partnership with the Sales Teams
- 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 influence 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**:
- More than 3 years related work experience in the mutual fund or financial 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 2-year experience in transaction and/or adjustment processing is preferred
**Education**:
- 3-year College degree or equivalent experience as a minimum is preferred
- Bilingualism in English and French is preferred
Designations, Licenses, or Accreditations
- IFIC or CSC is preferred.
The Expertise You Bring:
- Excellent time management skills
- Excellent relationship management skills - proven experience in building and managing relationships with customers
- Excellent knowledge of policy, procedures, all transaction types and product offerings
- Quick learner and ability to adapt to change
- Excellent interpersonal and communication skills
- Ability to multi-task and work well under pressure
- 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 annu
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