Operations Coordinator - Client Service Administration and Process Support - Toronto
Fitch Group · CA
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About the Role
Fitch Learning is a leader in financial services training, delivering learning solutions for professionals at all career stages. This role supports client service administration, exam operations, and process improvements within a dynamic and supportive team.
Responsibilities
- Support reliable service delivery by managing responses and escalations from candidates regarding courses and license exams.
- Process and track designation applications, renewals, reinstatements, CE audit cases, fit-and-proper reviews, exception requests, refunds, forms, and candidate record updates.
- Coordinate exam operations with the exam delivery vendor for delivery, support, and inquiries.
- Maintain accurate documentation, tracking, and follow-up for escalations, invoices, vendor updates, audit activity, exception cases, and recurring operational processes.
- Identify repeatable manual tasks, process gaps, and opportunities for automation, self-service, digitization, and general process improvements.
Requirements
- Experience in operations coordination, client service administration, exam administration, education administration, regulatory program delivery, or a high-volume administrative environment.
- Comfort managing escalated complaints and understanding complex rules that impact decisions.
- Strong system skills, including experience with tools such as Salesforce, Zendesk, SharePoint, Microsoft Office, and Copilot, or similar case management and operational platforms.
- Bilingual and comfortable communicating professionally in French and English.
Skills
- Client service administration
- Process support
- Exam operations coordination
- Vendor coordination
- Customer service escalations
- Salesforce
- Zendesk
- SharePoint
- Microsoft Office
- Copilot
- French
- English
- AI tools
- IT development
- Lean processes
- Platform/CRM build and management
Location
- Toronto
Work Type
- Hybrid
Experience Level
- 10+ years experience in Financial Services (company-wide)
- Experience in operations coordination
- Experience in client service administration
- Experience in exam administration
- Experience in education administration
- Experience in regulatory program delivery
- Experience in a high-volume administrative environment
- Experience working with licensure exam delivery
- Experience in a regulatory environment
- Experience coordinating with multiple vendors and internal teams
- Experience supporting a cross-trained team model
- Experience mentoring others
- Experience with AI tools such as Copilot
- Experience with IT development
- Experience with lean processes
- Experience with platform/CRM build and management
Salary/Compensations
- $45,000 CAD - $55,000 CAD per year
Benefits
- Hybrid Work Environment
- Culture of Learning & Mobility
- Dedicated training, leadership development and mentorship programs
- Investing in Your Future
- Retirement planning
- Tuition reimbursement programs
- Promoting Health & Wellbeing
- Comprehensive healthcare offerings
- Supportive Parenting Policies
- Family-friendly policies
- Generous global parental leave plan
- Inclusive Work Environment
- Collaborative workplace
- Employee Resource Groups
- Dedication to Giving Back
- Paid volunteer days
- Matched funding for donations
- Opportunities to volunteer in your community
About the Company
- Fitch Learning is a leader in financial services training.
- With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years’ experience in Financial Services.
- Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance.
- Fitch Learning is committed to delivering cutting-edge training solutions.
- We are at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.