Client Support Manager

Fidelity Canada•Toronto, ON

2d•CA$70,000 - CA$105,000•Hybrid

About The Position

The Client Support Manager has a thorough understanding of FCC’s product suite and system set-ups/challenges, allowing them to use their skills and knowledge to support our clients (Introducing Broker and Portfolio Manager clients) of FCC. Their use of the tools provided to them and ability to execute solutions to meet client expectations is critical to success in this role. They are responsible for resolving incidents and triaging where required.

Requirements

3+ years’ experience in service or operations support roles in financial services industry, preferably within the brokerage/carrying/custodian industry
Completion of 3-year post-secondary education or equivalent work experience
Ability to analyze and synthesize information to identify and understand issues and solutions; strong attention to detail
Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Ability to learn quickly and effectively prioritize tasks based on clients’ needs, strong customer service focus
Flexibility in working with multiple clients; professional, friendly, calm demeanor, strong ability to represent FCC to our clients
Strong computer skills including proficiency in Office - Excel & Word, Adobe. Ability to learn systems and products quickly and gain an understanding of FCC’s product offerings (Systems)
Excellent verbal and written communication skills - Ability to write effectively, both in person and over the phone/email.
Team player- ability to foster and maintain strong working relationships and work cooperatively with others

Nice To Haves

Broadridge (Dataphile experience) is an asset
Completion of Canadian Securities Course (CSC) is an asset
Bilingual in English and in French is an asset

Responsibilities

Research and resolve customer issues relating to Product offerings including mission critical support requests and application defects. Analyze issues and recommend solutions.
Perform advanced troubleshooting in a multi-channel environment (phone, email etc.) to solve escalated customer issues, and to help raise the bar of our front- line support team.
Provide support and training where deemed necessary on FCC applications offered to clients.
Completes technical support system requests for clients such as technical issues and specific customization to the client.
Handle escalated support issues (problem/issue triage, management, and escalation) with strong decision making capabilities on recognizing the impact and when to escalate to the next level, ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved.
Translate new product information into customer-facing support content, ensuring existing content is maintained and is up-to-date.

Benefits

Base Salary and Discretionary Performance Bonus
RRSP Contribution
Canada's Top 100 Employers
Greater Toronto's Top Employers
Canada's Top Family-Friendly Employers
Canada's Top Employers for Young People
Great Place To Work® Certified
Best Workplaces for Inclusion
Best Workplaces for Mental Wellness
Best Workplaces for Today's Youth
Best Workplaces for Women
Best Workplaces in Financial Services & Insurance
Best Workplaces in Ontario
Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) - Best Place To Work
HRD - 5-Star Benefit Program
HRD - 5-Star Diversity & Inclusion Employer
Canadian Compassionate Companies – Certified
Benefits Canada's Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporter's Most Innovative HR Team