Job Description
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Anyone applying must be authorized to work in Canada.
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You will work on a hybrid schedule as part of Fidelity's dynamic work arrangement.
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Bilingualism in French and English, both spoken and written, is required.
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The bilingual person in this role is required to review and process documents in both official languages (French and English) in order to meet the regulatory obligations of our sector. This person must demonstrate advanced communication skills in both languages.
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If you are in the Greater Toronto Area, the work location for this role is 483 Bay Street in Toronto until approximately the end of 2026, at which point the work location will move to the new Mississauga office at 3 Robert Speck Parkway.
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This role is available in Toronto and Montreal.
Who We Are
At Fidelity, we have been helping Canadian investors take charge of their financial future for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services, and we are constantly looking for new ways to better serve our clients. As a privately owned company, we are boldly focused on innovation in all our business areas as we continue to grow.
Working with us means being part of a diverse group of dedicated people who make a real difference in the lives of our clients and communities every day. You will have many opportunities to grow and advance your career in an inclusive environment where you will feel valued and supported; an environment that helps you give your best, both personally and professionally.
Why join the Prestige Service team?
Join a team that directly influences the experience of Fidelity's most valued advisor partners. As a member of the Prestige Service team, you will build trusted relationships, solve complex business challenges, and play a key role in how clients experience Fidelity.
As a Bilingual Prestige Service Specialist, your role will mainly consist of acting as an operational expert, secondary client relationship owner, and case resolution specialist.
Your Contribution
The Bilingual Prestige Service Specialist acts as the secondary contact, supporting the Bilingual Prestige Service Consultants, to ensure exceptional operational service to FIC's strategic clients within the client services division.
The Bilingual Prestige Service Specialist maintains excellent relationships with the Bilingual Prestige Service Consultants as well as business and internal partners, ensuring that the services provided across the entire client services division meet and exceed our high standards. Using strong operational expertise, they coordinate service delivery and respond quickly and effectively to all client inquiries and escalations.
This role offers the opportunity to develop in-depth operational expertise, strengthen relationship management skills, and prepare for future advancement opportunities within the Prestige Service team.
Main Responsibilities:
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Add value to Prestige Service by understanding client priorities, determining the necessary actions, and taking personal responsibility to deliver a simple, seamless, and effortless experience.
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Respond to all client requests in the absence of the Prestige Service Consultant as the secondary point of contact, and take full ownership of files from start to finish.
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Assess requests and escalations in accordance with internal and external policies and procedures, and communicate escalations to the Prestige Service Consultants, management, and relevant parties.
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Upon request, take part in sales events for advisors or other client meetings.
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Carry out special projects, produce reports, and run campaigns according to the instructions received.
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Work with sales teams to foster client retention and loyalty.
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Work in partnership with the various Fidelity teams to deliver quick solutions, remove obstacles, and provide a smooth experience for clients.
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Act as the voice of the client within the organization during interactions with FIC's key support groups, to ensure client expectations are exceeded.
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Be responsible for promoting new systems and new service offerings to clients, and for influencing the adoption and integration of these new solutions.
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Actively contribute to a culture of continuous improvement and the ongoing optimization of processes and services.
What We Are Looking For
Experience
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Minimum of 18 months of relevant experience in the mutual fund industry.
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Experience in end-to-end client relationship management would be an asset.
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Minimum of one year of desired experience handling inbound telephone inquiries.
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Minimum of one year of desired experience processing transactions or adjustments.
Education
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Graduate diploma or equivalent experience
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Bilingualism in French and English, both spoken and written, is required.
Designations, Licenses, or Accreditations
- IFIC or CSC designation is desirable.
The Expertise You Bring
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Excellent relationship management skills, with proven experience in establishing and managing client relationships.
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Excellent oral and written communication skills in both French and English.
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Excellent knowledge of policies, procedures, transaction types, and products.
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Ability to learn quickly and adapt to change.
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Excellent interpersonal and communication skills (verbal and written).
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Ability to handle multiple tasks at once and be effective in a dynamic environment.
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Strong organizational awareness and product knowledge.
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Knowledge of the Microsoft Office suite, Salesforce, the internet, and relevant internal applications (AI, Chat).
We use the AI-based LinkedIn Hiring Assistant to support certain steps of our recruitment process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Assistant, please keep in mind that its answers are not official and must be confirmed by Fidelity for accuracy and completeness. If you are selected for an interview, the recruiter who contacts you will be best placed to answer your questions.
Total Rewards That Reflect Your Contribution
We believe exceptional work deserves to be rewarded. That is why we offer a competitive compensation program designed to support your success today and your financial well-being in the future.
For this role, your total compensation includes the following:
Base Salary and Discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $60,000 to $76,000, depending on your experience and qualifications.
We are proud to offer a compensation structure that complies with provincial pay transparency requirements.
This position is currently vacant. It is an opportunity where your talent will be put to work.
Why Choose Fidelity?
Awards
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Best family-friendly employers in Canada
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HRD Canada Best Workplaces award
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5-star employer for diversity and inclusion according to HRD Canada
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5-star benefits program in 2023 according to HRD Canada
Here are some of the ways we will help you feel valued and supported on our team:
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Flexible working arrangements
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Competitive total compensation, including a contribution to your group RRSP with no obligation on your part to contribute equally
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Comprehensive health benefits from your first day, including up to $6,000 per year for mental health services and therapy, with premiums fully paid by the employer
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Parental leave top-up to 100% of your salary for a period of 25 weeks
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Up to $650 for home office equipment
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Generous leave policy, including two paid days per year to volunteer with a charity of your choice
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Diversity and inclusion programs, including an active network of employee resource groups
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Extensive professional development opportunities, including access to more than 11,000 training and development courses, tuition reimbursement, and rewards for obtaining a required professional designation
We are committed to fostering a culture centred on compassion and individuality, and we are proud to have been named among Canada's Top 100 Employers for the past five years.
Designations
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Canadian Compassionate Company
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Great Place to Work list of best workplaces
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Great Place to Work best workplaces for women
Fidelity Canada is an equal opportunity employer
Fidelity Canada is committed to fostering a diverse and inclusive workplace. All eligible applications will be considered without regard to race, colour, religion, sex, sexual orientation, gender identity or expression, nationality or ethnic origin, age, any disability, family status, protected veteran status, Indigenous or Native American status, or any other status protected by law.
Accommodation during the application process
Fidelity Canada welcomes and encourages applications from persons with disabilities. Accommodations are offered on request to candidates taking part in the selection process. If you need an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.
By applying for this position, you consent to receiving an automated acknowledgment of receipt.
We do not respond to telephone inquiries and do not accept applications submitted through an agency. We thank all candidates for their interest. Please note that only those selected for an interview will be contacted.
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Current work authorization for Canada is required for all openings.
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You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
-
Bilingualism in French/English is required for this role.
-
A bilingual incumbent of this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. It is required that they demonstrate advanced communication skills in both languages.
-
If you are in the Greater Toronto Area, the work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.
-
This role is available in Montreal and Toronto.
Who Are We
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.
Why Join the Client Experience Team?
Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity.
As a Client Experience Specialist Bilingual, the primary focus of the role is being an operational expert, secondary relationship owner, case resolution specialist.
How You'll Make an Impact
The Client Experience Specialist Bilingual is the secondary contact, supporting the Bilingual Client Experience Managers, for the delivery of exceptional operational service to FIC's critical clients within the Client Services Division.
The Client Experience Specialist Bilingual maintains excellent relationships with Client Experience Managers and business/internal partners, ensuring services delivered across Client Services meet and exceed our high standards. The Client Experience Specialist will use their strong operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client inquiries or escalations.
This role offers the opportunity to develop deep operational expertise, strengthen relationship management capabilities, and prepare for future growth opportunities within the Client Experience Team.
Primary Responsibilities:
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Add value to the client experience by understanding what is important, recognizing what needs to be done 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 the Client Experience Manager, management, and impacted parties.
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Upon request, attend advisor sales events or other client-facing meetings
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Complete special projects, reports and campaigns as instructed
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Partner with Sales Teams in the effort of influencing client loyalty
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Collaborate across Fidelity teams to deliver timely solutions, remove barriers, and create seamless experiences for our clients
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Serve as the voice of the client internally in interactions with key support groups across FIC to ensure that client expectations are surpassed
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Accountable for promoting new system and services offerings to the clients, and influencing to create new habits of adapting such new system and service offerings
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Accountable for contributing to the continuous improvement environment
What We Are Looking For
Experience
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Minimum of 18 months of related work experience in the mutual fund services industry
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Experience with end-to-end customer relationship management is preferred
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Minimum of 1-year experience in in-bound call inquiries is preferred
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Minimum of 1-year experience in transaction and/or adjustment processing is preferred
Education
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Completion of College Diploma or equivalent experience as a minimum is required
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Bilingualism in French & English (verbal & written) is required for this role.
Designations
- Having IFIC or CSC will be considered an asset
The Expertise You Bring
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Excellent relationship management skills - confirmed experience in building and handling relationships with customers, including in-person interactions
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Excellent bilingual (French/English) verbal and written skills
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Excellent knowledge of policy, procedures, all transaction types and product offerings
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Quick learner and ability to adapt to change
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Excellent interpersonal and communication skills (verbal and written)
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Ability to work well in a fast-paced environment
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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
We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.
Total Rewards That Reflect Your Impact
We believe exceptional work deserves exceptional recognition. That's why we offer a competitive compensation package designed to support your success today and your financial well-being tomorrow.
For this role, your total rewards include:
Base Salary and discretionary Performance Bonus: Total annual cash compensation (base salary plus target bonus) ranges from $60,000 to $76,000 based on experience and qualifications
We're proud to offer a compensation package that aligns with provincial pay transparency requirements.
This posting represents an existing vacancy within our organization - an opportunity to step into a role where your talents will make a meaningful difference.
Some of the ways we'll help you feel valued and supported as part of our team:
-
Flexible working arrangements - 100% remote, hybrid, and in office options
-
Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
-
Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
-
Parental leave top-up to 100% of your salary for a period of 25 weeks
-
Up to $650 for home office equipment
-
Generous time off policy, including 2 paid days annually to volunteer at 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 monetary rewards for completing a required designation
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.
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.
Accommodation during the application process
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.
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
o Greater Toronto's Top Employers
o Canada's Top Family-Friendly Employers
o Canada's Top Employers for Young People
• Great Place To Work® Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Today's Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o HRD - 5-Star Diversity & Inclusion Employer
Designations
• Canadian Compassionate Companies – Certified
• Benefits Canada's Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team