Cs Service Excellence Representative

1 week ago

Toronto, Canada Fidelity Investments Full time

Job Description
- You will be working on a predefined 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.

CS Service Excellence Representative
- This is a contract role ending on June 28, 2024.
- Applicants must be available to work rotating shifts Monday through Friday between 8:00 am to 8:00 pm.

The CS Service Excellence Program has been designed to provide you with the opportunity to further develop your knowledge and skills within our Client Services (CS) division. Through this program, you will receive training and have the opportunity to support various business units within the division. The focus will be on rotations with the Advisor Service Centre (inbound contact centre), Transfer Agent Processing (financial and non-financial transactions) and Service Solutions Unit (transaction adjustments).

Business Overview:
Customer service is critical to our success. By leveraging your strong communication, relationship management, and problem-solving skills to deliver exceptional customer service, you will be a huge asset to the CS division. We are looking for individuals who can uphold the quality of their work in a dynamic and fast-paced environment. As a CS Service Excellence Representative, your work will directly impact our advisors’ ability to support their clients in their retirement and/or other significant life goals.

How You’ll Make an Impact:
Position Overview

The CS Service Excellence Representative is responsible for the timely and accurate resolution of

client account problems, account processing and/or day-to-day services and call handling with Client

Services. CS Service Excellence Representatives may be called upon to provide support to different

departments to maintain high levels of service during peak transactional periods.

Key Accountabilities / Responsibilities
- Provide professional, timely and accurate execution of trade processing/adjustments and client
- Supports Fidelity Values and iCARE principles by adding value to the client experience by understanding what is important, recognizing what needs to be done and taking personal accountability.
- Contributes to supporting CS Divisional requirements to achieve and maintain optimal service levels.

What We’re Looking For:
Experience
- 1 - 2 years’ experience in a client services environment (preferably financial services),

**Education**:

- Completion of post-secondary education or equivalent work experience.
- Strong communication skills in English (verbal & written) (required)
- Strong communication skills in French (verbal & written) (asset)

Designations, Licenses, or Accreditations
- IFIC or CSC is an asset.

The Expertise You Bring
- Working knowledge of Fidelity policies, procedures and processes relating to the Transfer Agent
- Operations, as well as a broad knowledge of Fidelity product offerings
- Understanding of departmental tasks and responsibilities
- Understanding of Mutual Fund Industry, regulatory and government rules/regulations
- Excellent analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to multi-task
- Detail oriented
- Familiarity with MS Office Suite

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

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