Job Description
Please note:
- Anyone applying must be authorized to work in Canada.
- You will work a flexible hybrid schedule as part of Fidelity's dynamic work arrangement.
- If you are in the Greater Toronto Area, the work location for this position 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.
- This is a permanent full-time position.
- Candidates must be able to work rotating shifts Monday to Friday between 8:00 a.m. and 8:00 p.m.
- A bilingual person in this role is required to review and process documents in both official languages (French and English) to meet the regulatory obligations of our industry. This person must demonstrate advanced communication skills in both languages.
Who we are
At Fidelity, we have been helping Canadian investors take charge of their financial future for more than 35 years. We offer individuals and institutions a range of reliable investment portfolios and services, and we are constantly looking for new ways to better serve our clients. As we continue to grow as a private company, we are committed to innovation in all of our business areas.
Working with us means being part of a diverse group of motivated 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 your value is recognized and supported, a place that encourages you to give your best, both personally and professionally.
Your contribution
The Service Excellence program was designed to give you the opportunity to further develop your knowledge and skills within Client Services. In this role, you will receive training and provide support to various business units within the department. The focus will be on rotations with the Advisor Service Centre (inbound calls), the Transfer Agent Processing unit (financial and non-financial transactions) and the Service Solutions Unit (transaction adjustments).
The bilingual Representative, Service Excellence, Client Services, is responsible for the prompt and accurate resolution of client account issues, account processing or day-to-day services, and call handling with Client Services. This person may be asked to provide support to different departments to maintain high service levels during peak transaction periods.
Main responsibilities
- Process and adjust transactions and handle client requests accurately, professionally and in a timely manner.
- Acquire practical knowledge of Fidelity's products, policies and procedures and apply them appropriately, including to mitigate risks in your role.
- Support Fidelity's values and iCARE principles by adding value to the client experience, understanding what is important, recognizing what needs to be done and taking personal accountability.
- Contribute to meeting Client Services requirements to achieve and maintain optimal service levels.
Required qualifications
Experience
- One to two years of experience in a client services environment (preferably in the financial services sector).
Education
- Completion of post-secondary education or equivalent work experience.
- Bilingualism (French and English), spoken and written, is required.
Professional designations, licences or accreditations
- IFIC or CSC is an asset.
Your expertise
Skills and knowledge
- Practical knowledge of the policies, procedures and processes related to Transfer Agent Processing operations, as well as the products offered by Fidelity.
- Understanding of departmental tasks and responsibilities.
- Understanding of the mutual fund industry, the regulatory framework and government regulations.
- Understanding of internal applications.
- Excellent analytical and problem-solving skills.
- Excellent oral and written communication skills.
- Ability to multitask.
- Attention to detail.
- Familiarity with Microsoft 365 applications.
Total rewards that reflect your contribution
We believe outstanding work deserves to be recognized. That is why we offer a competitive compensation package designed to support your success today and your financial well-being in the future.
For this position, your total rewards include the following:
- Base salary and discretionary performance bonus: Total annual cash compensation (base salary plus target bonus) ranges from $59,000 to $77,000, depending on your experience and qualifications.
- RRSP contributions: After six months of employment, we invest in your future by contributing to a registered retirement savings plan (RRSP), with no contribution required from you.
We are proud to offer a compensation package that complies with provincial pay transparency requirements.
This position is currently vacant. It is an opportunity where your talent will make a meaningful contribution.
We use the AI-based LinkedIn Hiring Assistant to support certain steps of our recruitment process, as well as an AI review tool that helps with the review and assessment of applications. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions of 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.
Why choose Fidelity?
Awards
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Canada's Best Family-Friendly Employers
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Greater Toronto's Best Employers
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Canada's Best Employers for Young People
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Venngo Healthy Workplace – Award for workplace health and wellness programs
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HRD Canada Best Workplaces Award.
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5-Star Diversity and Inclusion Employer according to HRD Canada
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5-Star Benefits Program in 2023 according to HRD Canada
Designations
- Canadian Compassionate Companies
- Great Place to Work Best Workplaces list
- Great Place to Work Best Workplaces for Women
Fidelity Canada subscribes to the principle of employment equity
Fidelity Canada is committed to fostering a diverse and inclusive workplace. All eligible applications will be reviewed 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 available on request to candidates taking part in the selection process. If you require an accommodation, please email us at FidelityCanadaStaffing@fidelity.ca.
By applying for this position, you consent to receive an automated acknowledgement of receipt.
We do not respond to telephone inquiries and do not accept candidate submissions through agencies. We thank all candidates for their interest. Please note that only those selected for an interview will be contacted.