Client Experience Specialist

Role overview

Work arrangement

• The role follows a hybrid schedule as part of Fidelity's dynamic working arrangement.
• The role is available in Calgary and is also described for Greater Toronto Area locations.

Primary responsibilities

• Act as the secondary contact for client inquiries when the primary Client Experience Manager is unavailable.
• Own client inquiries and resolutions from start to finish.
• Assess inquiries and escalations using internal and external policies and procedures.
• Communicate escalations to managers and impacted parties.
• Attend advisor sales events or other client-facing meetings when requested.
• Complete special projects, reports, and campaigns as instructed.
• Partner with Sales Teams to influence client loyalty.
• Collaborate across Fidelity teams to deliver timely solutions and remove barriers.
• Represent the client internally with key support groups.
• Promote new system and service offerings and encourage client adoption.
• Contribute to the continuous improvement environment.

Experience and education

• At least 18 months of related work experience in the mutual fund services industry is required.
• Completion of a college diploma or equivalent experience is required.
• End-to-end customer relationship management experience is preferred.
• At least one year of inbound call inquiry experience is preferred.
• At least one year of transaction or adjustment processing experience is preferred.

Expertise

• Excellent relationship management skills and experience handling customer relationships are required.
• Knowledge of policies, procedures, transaction types, and product offerings is required.
• Excellent verbal and written interpersonal communication skills are required.
• Ability to learn quickly, adapt to change, and work in a fast-paced environment is required.
• IFIC or CSC designation is considered an asset.
• Experience with Microsoft Office Suite, Salesforce, internet tools, in-house recordkeeping applications, AI, and chat is preferred.

Compensation

• Total annual cash compensation, including base salary and target bonus, ranges from $60,000 to $76,000 based on experience and qualifications.

Benefits and support

• Benefits include group RRSP contributions, employer-paid health premiums, mental health coverage, parental leave top-up, home office support, paid volunteer time, and professional development opportunities.