Représentant ou représentante bilingue, Unité des solutions de service / Service Solutions Unit Representative Bilingual

Fidelity Canada • Montreal, QC

3d • $55,000 - $71,000 • Hybrid

About The Position

The Service Solutions Unit (SSU) handles the in-depth investigation and resolution of all financial and non-financial corrections that are a result of internal or external errors. Errors may involve but are not limited to systems, taxation, compliance or policies and procedures. SSU communicates with clients, advisors, and other Fidelity partners during the error-recovery process. The Service Solutions Unit Representative Bilingual is responsible for the timely and accurate resolution of client account problems. As client problems can be generated due to internal or external errors or a combination thereof, the SSU Rep must resolve account related problems in keeping with industry, provincial and/or federal regulations, as well as corporate policy. This includes research, analysis and adjustment of all problems/errors.

Requirements

• Post-secondary degree or equivalent work experience
• Minimum 2 years related work experience in the mutual fund or financial services industry
• Bilingualism (English and French) (verbal & written) is required.
• Familiarity with MS Office Suite, internet and relevant in-house applications (AXIS, XTRAC, ConX, ACE, TD Business Windows).
• Excellent knowledge of policy, procedures and all transaction types related to Transfer Agent. Operations, as well as a broad knowledge of Fidelity product offerings.
• Quick learner and ability to adapt to change.
• Excellent interpersonal and communication skills (verbal and written).
• Ability to multi-task and work well under pressure.
• Works equally well independently and as part of a team.
• Strong analytical skills and detail oriented.
• Ability to make sound, prudent judgement calls for the resolution of client issues.

Nice To Haves

• 1+ years Processing experience is an asset.
• Canadian Securities Course (CSC) and / or Investment Funds Institute of Canada (IFIC) designations is an asset.

Responsibilities

• Provide professional, accurate and timely customer service in the resolution of client problems or issues.
• Hold themselves accountable to Fidelity's clients to accurately apply knowledge of Fidelity products, policy and procedures, along with appropriate risk mitigation during the resolution of client issue/problem.
• Contribute to the environment of Continuous Improvement at the department and divisional level.
• Contribute to building a strong, effective team.
• Add value to the client experience by understanding what's important, recognizing what needs to be done and taking personal accountability for creating a positive "moment of truth".

Benefits

• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you.
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, which include up to $5000 annually for mental health services and therapy.
• Parental leave top-up to 100% of your salary for a period of 25 weeks.
• Up to $650 for home office equipment.
• Generous time off policy, including two paid days annually to volunteer at a charity of your choice.
• Diversity and inclusion programs, including an active network of Employee Resource Groups.
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation.

What This Job Offers

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