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About the Role

The Client Experience Associate, Investly, will partner with the Digital Product Development (DPD) team to directly support users and customers. This role is the first and primary contact for prospects and clients throughout the client lifecycle, from evaluation to onboarding and ongoing support. Responsibilities include supporting clients according to servicing processes and policies, and escalating issues as needed.

Responsibilities

Drive product adoption by interacting with users to address industry and product-related questions and remove barriers to application trial.
Provide prospective clients with pre-approved content and messages to educate them on application suitability.
Escalate issues during the early sales process to appropriate team members.
Support the smooth onboarding of clients by identifying and resolving standard onboarding issues within the operating framework.
Provide technical and application support, acting as an expert in device functionality (Android and iOS) and guiding clients through debugging.
Log suspected application bugs for tracking by the software team.
Drive product improvement by collecting qualitative product feedback from clients through direct interaction.
Act as the client advocate in product planning discussions to ensure common pain points are addressed and negative outcomes are pre-empted.

Requirements

Current work authorization for Canada is required.
3+ years of experience in financial services in back-office, sales, or client support.
Experience working in metrics and data-driven organizations in client-facing roles.
University Degree or equivalent work experience required.

Skills

Curiosity and problem-solving skills.
Strong time-management and organizational skills.
Excellent oral and written communication skills, including active listening and relationship building.
Ability to remain positive and professional in high-pressure, challenging customer situations.
Deep proficiency in using diverse digital tools.
Bilingual in French is an asset.
Experience interacting with a custodial platform is an asset.
Experience in digital products is a plus.

Location

483 Bay Street in Toronto until approx. 2026, then 3 Robert Speck Parkway in Mississauga.

Work Type

Regular, full-time
Hybrid schedule

Experience Level

3+ years of experience in financial services

Education Level

University Degree or equivalent work experience

Salary/Compensations

$79,000 to $96,000

Benefits

Competitive compensation package
Base Salary and Discretionary Performance Bonus
RRSP Contribution (after 6 months, no employee matching required)
Flexible working arrangements
Comprehensive health benefits starting on the first day (100% employer-paid premiums)
Up to $5,000 annually for mental health services and therapy
Parental leave top-up to 100% of salary for 25 weeks
Up to $650 for home office equipment
Generous time off policy
Two paid days annually to volunteer at a charity of choice
Diversity and inclusion programs
Active network of Employee Resource Groups
Extensive professional development opportunities
Access to over 11,000 training and development courses
Tuition reimbursement
Monetary rewards for completing a required 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.
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.
We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years.

Equal Opportunity

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.
Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.