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 advanced technical support to clients, including resolving complex issues and triaging where required.
  • Research and resolve customer issues related to product offerings, including mission-critical support requests and application defects.
  • Perform troubleshooting in a multi-channel environment to solve escalated customer issues.
  • Provide support and training on FCC applications offered to clients.
  • Handle escalated support issues, including problem/issue triage, management, and escalation.
  • Translate new product information into customer-facing support content.

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.

Desired Skills

  • Ability to analyze and synthesize information to identify and understand issues and solutions.
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions.
  • Ability to learn quickly and effectively prioritize tasks based on clients' needs.
  • Flexibility in working with multiple clients.
  • Strong computer skills, including proficiency in Office - Excel & Word, Adobe.
  • Excellent verbal and written communication skills.
  • Team player with ability to foster and maintain strong working relationships.

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