Investor Center Specialist Bilingual

Fidelity Canada • Toronto, ON

3d • CA$59,000 - CA$75,000 • Hybrid

About The Position

The Investor Centre Specialist Bilingual is responsible for providing service to Fidelity’s existing clients, which includes primarily servicing existing Fidelity investors, prospective investors and at times supporting advisor and dealer head office inquiries. While providing this service it is expected that the client receives accurate answers to the service inquiries in an efficient and courteous manner to meet or exceed our high standards and enhance the client’s experience. The Investor Centre Specialist Bilingual will use their strong interpersonal skills and operational knowledge to coordinate the delivery of services, and to address all client inquiries and requests quickly and effectively. The primary focus would be to provide a best-in-class end-to-end service and to support Fidelity’s clients via a multitude of different communication channels with the expectation of providing a first contact resolution and/or first day resolution.

Requirements

• Minimum 1 year of experience in a call centre environment in financial services.
• Completion of post-secondary education or equivalent work experience.
• Bilingualism in English and French (verbal & written) is required.
• Excellent verbal and written communication skills in both English & French.
• Knowledge of Fidelity products, policies and procedures as well as current knowledge of markets and the mutual fund industry, with regulatory considerations.
• Ability to effectively communicate over the phone, e-mail, chat and other correspondence channels.
• Passion for customer service, with attention to detail
• Excellent analytical and problem-solving skills
• Ability to multi-task in a fast-paced environment
• Familiarity with MS Office Suite

Nice To Haves

• IFIC or CSC is an asset.

Responsibilities

• Delivers an Effortless & Courteous Client Interaction
• Responds to account, product, and general service inquiries from existing and prospective clients using an omni-channel platform via the phone, chat, email, fax, mail, Messageserv and Fidelity’s online web portals.
• Mentoring front-line staff, including leading huddles, and providing real-time support on investor service-related content as a Subject Matter Expert (SME).
• Spearheading investor initiatives to improve client data collection processes to generate internal actionable insights.
• Builds and maintains strong relationships with each client by employing strong communication and interpersonal skills.
• Develops a strong understanding of Investor needs through utilizing internal data and reporting
• Demonstrates and instills a sense of trust and ownership of issues.
• Provides accurate information and adds value to the conversation by responding to and anticipating client needs.
• Perform job duties accurately to ensure the client is satisfied with the outcome of their request, while mitigating risks and preventing regulatory impacts.
• Provides accurate product, policy, and procedure information to callers.
• Provides existing and prospective clients with information about products and services offered by Fidelity and creating leads for other lines of business within Fidelity
• Provides clients with timely service while presenting accurate information on Fidelity products and services.
• Works in a manner that allows the business to reach its service level targets.
• Enhances the client experience by taking ownership of personal development and continuous learning.
• Conducts business in a manner consistent with the Fidelity values of, Integrity, Trust, Commitment, Partnership, and Balance.
• Takes the initiative to ensure the highest level of service possible is provided by continuously looking for ways to improve the business.
• Builds and maintains strong relationships with each client and develops solid understanding of their needs.

Benefits

• Competitive annual range of $59,000 to $75,000, based on your experience and qualifications.
• RRSP contribution after 6 months of employment
• Compensation package that aligns with provincial pay transparency requirements.

What This Job Offers

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