Client Experience Specialist

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 Specialist
- Please note that this role is a secondment/contract ending on May 25, 2026.

Business Overview

The Client Experience Team provides personalized services to Fidelity Investments Canada ULC clients who meet the criteria of experiencing operational issues or challenges related to the complexity of the business they do with Fidelity.

How You’ll Make an Impact:
Position Overview

The Client Experience Specialist is the secondary contact, supporting the Client Experience Managers, for the delivery of exceptional operational service to FIC’s critical clients within the Client Services Division. The Client Experience Specialist supports CEMs in providing an effortless experience while maintaining a compliant environment.

Key Accountabilities

Relationship Management
- Establish, build and maintain relationships with Client Experience Managers, their advisors and key members of their offices.

Operational Expertise
- Coordinate, manage and documents all operational activities of assigned tasks and act as the reference on operational policies and procedures within FIC.

Partner with internal clients to reinforce clients Effortless Experience
- Coordinate with CEM and internal partners to positively influence client’s loyalty, sales results and case resolution.

Promote and support Innovation and continuous improvement environment
- Become an agent of change.
- Support new systems and services offerings.
- Develop skills in influencing and ability to inspire change and adoption of new habits.

What We Are Looking For:
Experience
- Minimum of 18 months related work experience in the mutual fund services industry.
- Minimum of 1-year experience in in-bound call inquiries (required).
- Minimum of 1-year experience in transaction and/or adjustment processing (required).
- Experience with end-to-end customer relationship management is preferred.

Education:

- Completion of College Diploma or equivalent experience as a minimum (required).
- Strong communication skills in English (verbal & written) (required).
- Strong communications skills in French (verbal & written) (asset).

Designations, Licenses, or Accreditations
- IFIC or CSC is preferred.

The Expertise You Bring:
1. Excellent relationship management skills - proven experience in building and managing relationships with customers

2. Excellent bilingual (French/English) verbal and written skills

3. Excellent knowledge of policy, procedures, all transaction types and product offerings

4. Motivated and proactive individual

5. Quick learner and ability to adapt to change

6. Excellent interpersonal and communication skills (verbal and written)

7. Ability to multi-task and work well under pressure

8. Ability to work equally well independently and as part of a team

9. Strong organizational and product awareness

11. Familiar with call-center technology

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.


No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:
Awards
- Canada's Top 100 Employers
- Greater Toronto's Top Employers
- Canada's Top Family-Friendly Employers
- Canada's Top Employers for Young People
- Great Place To Work® Certified
- Best Workplaces for Inclusion
- Best Workplaces for Mental Wellness
- Best Workplaces for Today's Youth
- Best Workplaces for Women
- Best Workplaces in Financial Services & Insurance
- Best Workplaces in Ontario
- Best Workplaces with Most Trusted Executive Teams
- LinkedIn Top Companies in