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About the Role

As a Bilingual Client Experience Specialist, you will act as an operational expert, secondary relationship owner, and case resolution specialist, directly influencing the experience of Fidelity's most valued advisor partners. You will provide exceptional operational service to critical clients within the Client Services Division, maintaining strong relationships and ensuring services meet high standards.

Responsibilities

• Add value to the client experience by understanding client priorities, determining necessary actions, and taking personal accountability for creating an effortless experience.
• Respond to all client inquiries in the absence of the primary Client Experience Manager as the secondary point of contact and take full ownership from start to finish.
• Assess inquiries and escalations according to internal and external policies and procedures, and communicate escalations to management and impacted parties.
• Attend advisor sales events or other client-facing meetings upon request.
• Complete special projects, reports, and campaigns as instructed.
• Partner with Sales Teams to influence client loyalty.
• Collaborate across Fidelity teams to deliver timely solutions, remove barriers, and create seamless client experiences.
• Serve as the voice of the client internally in interactions with key support groups to ensure client expectations are surpassed.
• Promote new system and services offerings to clients and influence adoption of these new solutions.
• Contribute to a continuous improvement environment.

Requirements

• Minimum of 18 months of related work experience in the mutual fund services industry.
• Experience with end-to-end customer relationship management is preferred.
• Minimum of 1-year experience in in-bound call inquiries is preferred.
• Minimum of 1-year experience in transaction and/or adjustment processing is preferred.
• Completion of College Diploma or equivalent experience is required.
• Having IFIC or CSC will be considered an asset.
• Must have work authorization for Canada.

Skills

• Excellent relationship management skills - confirmed experience in building and handling relationships with customers, including in-person interactions.
• Excellent bilingual (French/English) verbal and written skills.
• Excellent knowledge of policy, procedures, all transaction types and product offerings.
• Quick learner and ability to adapt to change.
• Excellent interpersonal and communication skills (verbal and written).
• Ability to work well in a fast-paced environment.
• Strong organizational and product awareness.
• Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT.

Location

• Toronto, Ontario
• Montreal, Quebec
• Calgary, Alberta

Work Type

• Hybrid

Experience Level

• 18+ months relevant experience in mutual fund services
• 1+ year experience in inbound call inquiries
• 1+ year experience in transaction and/or adjustment processing

Education Level

• College Diploma or equivalent experience

Salary/Compensations

• $60,000 - $76,000

Benefits

• Flexible working arrangements
• Competitive total compensation
• Company contributions to group RRSP without matching requirement
• Comprehensive health benefits starting on first day
• 100% employer-paid premiums
• Up to $6000 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 for volunteering
• Diversity and inclusion programs
• 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

• Fidelity has been helping Canadian investors build better financial futures for over 35 years, offering a range of trusted investment portfolios and services.
• As a privately owned company, Fidelity embraces innovation and is focused on growth.
• Working at Fidelity means being part of a diverse and dedicated group making a difference in clients' lives and communities.
• Fidelity offers opportunities for growth and career development in an inclusive, valued, and supported environment.

Equal Opportunity

• Fidelity Canada is an equal opportunity employer committed to fostering a diverse and inclusive workplace.
• All qualified applicants will be considered 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.