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Client Support Manager

2 months ago

Toronto, Ontario, Canada Fidelity Investments Full time

About the Role

Fidelity Clearing Canada (FCC) is a 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 U.S.-based firms.

Key Responsibilities

  • Provide mission-critical support to clients, including Introducing Broker and Portfolio Manager clients, by utilizing FCC's product suite and system set-ups/challenges.
  • Research and resolve customer issues related to product offerings, including application defects, and analyze issues to recommend solutions.
  • Perform advanced troubleshooting in a multi-channel environment to solve escalated customer issues and raise the bar of our front-line support team.
  • Provide support and training on FCC applications offered to clients, including technical issues and specific customization requests.
  • Handle escalated support issues, including problem/issue triage, management, and escalation, with strong decision-making capabilities and clear communication.
  • Translate new product information into customer-facing support content, ensuring existing content is maintained and up-to-date.

Requirements

  • 3+ years' experience in service or operations support roles in the financial services industry, preferably within the brokerage/carrying/custodian industry.
  • Completion of 3-year post-secondary education or equivalent work experience.
  • Broadridge (Dataphile experience) is an asset.
  • Completion of Canadian Securities Course (CSC) is an asset.

Expertise You Bring

  • Ability to analyze and synthesize information to identify and understand issues and solutions, with strong attention to detail.
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Ability to learn quickly and effectively prioritize tasks based on clients' needs, with a strong customer service focus.
  • Flexibility in working with multiple clients, with a professional, friendly, calm demeanor, and strong ability to represent FCC to our clients.
  • Strong computer skills, including proficiency in Office - Excel & Word, Adobe, and ability to learn systems and products quickly and gain an understanding of FCC's product offerings.
  • Excellent verbal and written communication skills, with ability to write effectively, both in person and over the phone/email.
  • Team player, with ability to foster and maintain strong working relationships and work cooperatively with others.