Consultant bilingue, Service prestige | Client Experience Manager Bilingual

Fidelity Canada•Montreal, QC

48d•CA$73,000 - CA$107,000•Hybrid

About The Position

The Client Experience Team (CET) provides personalized service to Fidelity Investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged related to the complexity of the business they do with Fidelity. The Client Experience Manager Bilingual is accountable for establishing, building, and maintaining strong relationships with their portfolio of advisor’s offices. The CEMs support their advisor’s offices, ensuring exceptional operational service while also being able to effortlessly influence them to ensure a compliant environment by acting as the “voice” of FIC’s operational service.

Requirements

More than 3 years related work experience in the mutual fund or financial services industry (required)
Minimum of 2 years’ experience in in-bound call inquiries (required)
Minimum of 1 year experience in transaction and/or adjustment processing (required)
Bilingualism in French and English (written & verbal) is required
Exceptional interpersonal skills, particularly on the telephone, including conflict resolution, negotiation and problem-solving skills.
Excellent relationship building capabilities - Extremely organized, with associated time management skills.
Proven experience in building and managing relationships with customers.
Excellent bilingual (French/English) verbal and written skills
Excellent Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)
Strong self-motivation and proactive personality
Ability to multi-task and work well under pressure
Ability to work equally well independently and as part of a team
Quick learner and ability to adapt to change
Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT
Familiar with call-center technology

Nice To Haves

Experience with end-to-end customer relationship management is preferred
IFIC or CSC is preferred

Responsibilities

Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.
Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.
Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
Coordinate with Advisor Sales and other internal partners to positively influence client’s loyalty, sales results and case resolution.
Become an agent of change. Promote and support new systems and services offerings. Become an expert in influencing and ability to inspire change and adoption of new habits.
Act as the expert on how each advisor’s team run their operations.
Organize service review discussions with clients and develop and execute action plans to address issues.
Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.
Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.