Client Experience Manager

Fidelity Canada • Toronto, ON

2d • CA$62,000 - CA$101,000 • Hybrid

About The Position

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. The Client Experience Team (CET) provides personalized service to Fidelity investments Canada ULC clients who meet the criteria of experiencing operational issues or challenged challenges related to the complexity of the business they do with Fidelity. The Client Experience Manager 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)
• Exceptional interpersonal skills, particularly on the telephone and sometimes in person, 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 Mutual Funds industry operational knowledge (policies, procedures, transaction types, product offerings…)
• Strong self-motivation and proactive personality
• Ability to 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.
• Represent Fidelity in a professional manner, ensuring that we service clients with best practice business etiquette, including in-person attendance upon request for advisor sales events or other client-facing meetings.
• Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
• Partner with internal clients to reinforce clients Effortless Experience.
• Coordinate with Advisor Sales and other internal partners to positively strengthen client's loyalty.
• Champion innovation and continous improvement.
• Promote and support new systems and services offerings.
• Become an expert in influencing and ability to inspire change and promote digital adoption.
• Develop a deep understanding of advisor business models.
• 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.

Benefits

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $62,000 to $101,000, based on your experience and qualifications.
• HRD - 5-Star Benefit Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree