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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.

Job Summary

The Client Support Manager will have a thorough understanding of FCC's product suite and system set-ups/challenges, allowing them to use their skills and knowledge to support our clients (Introducing Broker and Portfolio Manager clients) of FCC. Their use of the tools provided to them and ability to execute solutions to meet client expectations is critical to success in this role.

Key Responsibilities

  • Research and resolve customer issues relating to Product offerings including mission critical support requests and application defects. Analyze issues and recommend solutions.
  • Perform advanced troubleshooting in a multi-channel environment (phone, email etc.) to solve escalated customer issues, and to help raise the bar of our front-line support team.
  • Provide support and training where deemed necessary on FCC applications offered to clients.
  • Completes technical support system requests for clients such as technical issues and specific customization to the client.
  • Handle escalated support issues (problem/issue triage, management, and escalation) with strong decision making capabilities on recognizing the impact and when to escalate to the next level, ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved.
  • Translate new product information into customer-facing support content, ensuring existing content is maintained and is up-to-date.

Requirements

  • 3+ years' experience in service or operations support roles in 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

What We're Looking For

  • Ability to analyze and synthesize information to identify and understand issues and solutions; 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, strong customer service focus
  • Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients
  • Strong computer skills including proficiency in Office - Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC's product offerings (Systems)
  • Excellent verbal and written communication skills - Ability to write effectively, both in person and over the phone/email.
  • Team player- ability to foster and maintain strong working relationships and work cooperatively with others