Spécialiste bilingue du Service Prestige / Client Experience Specialist Bilingual
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Key skills for this role
About the Role
Fidelity Canada is seeking a bilingual Client Experience Specialist to support the delivery of exceptional operational service to critical clients. You will handle inquiries, coordinate operational activities, and partner with sales teams to influence client loyalty.
Key Skills for This Role
Responsibilities
- Respond to all client inquiries in the absence of the primary Client Experience Manager as the secondary point of contact
- Assess inquiries and escalations according to Fidelity’s policies and procedures
- Coordinate all operational activities in support of Bilingual Client Experience Managers
- Handle overflow inbound calls and emails, coordinate processing of adjustments and transactions
- Partner with Sales Teams to influence client loyalty and sales results
- Partner with other FIC Client Services departments to address client queries and achieve case resolution
- Act as internal liaison/advocate for clients in interactions with key support groups
- Promote new system and services offerings to clients and influence adoption
Requirements
- Minimum of 18 months of related work experience in the mutual fund services industry
- Bilingualism in French and English (verbal and written) is required
- Completion of College Diploma or equivalent experience
- 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
- IFIC or CSC designation is an asset
Full Job Posting
Job Description
- Current work authorization for Canada is required.
- Hybrid schedule as part of Fidelity’s dynamic working arrangement.
- Bilingualism in French/English is required.
- Role available in Montreal or Toronto.
Who Are We
- Fidelity has 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.
Primary Responsibilities
- Add value to the client experience by understanding what is important and taking personal accountability.
- Respond to all client inquiries in the absence of the primary Client Experience Manager.
- Assess inquiries and escalations according to Fidelity’s policies and procedures.
- Coordinate all operational activities in support of Bilingual Client Experience Managers.
- Partner with Sales Teams to influence client loyalty and sales results.
- Partner with other FIC Client Services departments to address client queries.
- Act as internal liaison/advocate for clients.
- Promote new system and services offerings to clients.
- Contribute to the continuous improvement environment.
- Hold oneself accountable to internal and external policies to mitigate risk.
What We Are Looking For
- 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.
- Bilingualism in French & English (verbal & written) is required.
- IFIC or CSC designation is an asset.
The Expertise You Bring
- Excellent relationship management skills.
- Excellent bilingual (French/English) verbal and written skills.
- Excellent knowledge of policy, procedures, transaction types and product offerings.
- Quick learner and ability to adapt to change.
- Excellent interpersonal and communication skills.
- Ability to multi task and work well in a fast paced environment.
- Strong organizational and product awareness.
- Familiarity with MS Office Suite, Salesforce, internet and relevant in house applications (AXIS, NEXUS, XTRAC, ConX, ACE, AI, CHAT).
Total Rewards
- Total annual cash compensation (base salary plus target bonus) ranges from CAD 60,000 to CAD 76,000.
- Base Salary and discretionary Performance Bonus.
Some of the ways we’ll help you feel valued
- Flexible working arrangements 100% remote, hybrid, and in office options.
- Competitive total compensation, including company contributions to group RRSP.
- Comprehensive health benefits that start on your first day.
- Parental leave top up to 100% of your salary for 25 weeks.
- Up to CAD 650 for home office equipment.
- Generous time off policy, including 2 paid days annually for volunteering.
- Diversity and inclusion programs.
- Extensive professional development opportunities.
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