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About the Role

The Investor Centre Specialist Bilingual is responsible for providing service to Fidelity’s existing clients, which includes primarily servicing existing Fidelity investors, prospective investors and at times supporting advisor and dealer head office inquiries. While providing this service it is expected that the client receives accurate answers to the service inquiries in an efficient and courteous manner to meet or exceed our high standards and enhance the client’s experience. The Investor Centre Specialist Bilingual will use their strong interpersonal skills and operational knowledge to coordinate the delivery of services, and to address all client inquiries and requests quickly and effectively. The primary focus would be to provide a best-in-class end-to-end service and to support Fidelity’s clients via a multitude of different communication channels with the expectation of providing a first contact resolution and/or first day resolution.

Responsibilities

Responds to account, product, and general service inquiries from existing and prospective clients using an omni-channel platform via the phone, chat, email, fax, mail, Messageserv and Fidelity’s online web portals.
Mentoring front-line staff, including leading huddles, and providing real-time support on investor service-related content as a Subject Matter Expert (SME).
Spearheading investor initiatives to improve client data collection processes to generate internal actionable insights.
Builds and maintains strong relationships with each client by employing strong communication and interpersonal skills.
Develops a strong understanding of Investor needs through utilizing internal data and reporting
Demonstrates and instills a sense of trust and ownership of issues.
Provides accurate information and adds value to the conversation by responding to and anticipating client needs.
Perform job duties accurately to ensure the client is satisfied with the outcome of their request, while mitigating risks and preventing regulatory impacts.
Provides accurate product, policy, and procedure information to callers.
Provides existing and prospective clients with information about products and services offered by Fidelity and creating leads for other lines of business within Fidelity
Provides clients with timely service while presenting accurate information on Fidelity products and services.
Works in a manner that allows the business to reach its service level targets.
Enhances the client experience by taking ownership of personal development and continuous learning.
Conducts business in a manner consistent with the Fidelity values of, Integrity, Trust, Commitment, Partnership, and Balance.
Takes the initiative to ensure the highest level of service possible is provided by continuously looking for ways to improve the business.
Builds and maintains strong relationships with each client and develops solid understanding of their needs.

Requirements

Minimum 1 year of experience in a call centre environment in financial services.
Completion of post-secondary education or equivalent work experience.
Bilingualism in English and French (verbal & written) is required.
IFIC or CSC is an asset.

Skills

Excellent verbal and written communication skills in both English & French.
Knowledge of Fidelity products, policies and procedures as well as current knowledge of markets and the mutual fund industry, with regulatory considerations.
Ability to effectively communicate over the phone, e-mail, chat and other correspondence channels.
Passion for customer service, with attention to detail
Excellent analytical and problem-solving skills
Ability to multi-task in a fast-paced environment
Familiarity with MS Office Suite

Location

Canada

Work Type

Hybrid
Regular
Full-time

Experience Level

Minimum 1 year of experience

Education Level

Post-secondary education or equivalent work experience

Salary/Compensations

$59,000 to $75,000

Benefits

Base Salary and Discretionary Performance Bonus
RRSP Contribution after 6 months of employment
Competitive total rewards package
Fully employer-paid health and dental plan starting on day one, including up to $5,000 annually for mental health and therapy services.
Parental leave top-up benefits of 100% of salary for 25 weeks.
Up to $650 for home office equipment.
Generous vacation policy, including two paid days each year to volunteer with 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 rewards for obtaining a required professional designation.

About the Company

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.

Equal Opportunity

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.
Accommodations are available on request for candidates taking part in the selection process.