About the role

  • Establish, build and maintain relationships with their advisors and key members of their offices
  • 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
  • Partner with internal clients to reinforce clients Effortless Experience
  • 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

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)
  • And/or Minimum of 1 year experience in transaction and/or adjustment processing (required)
  • Experience with end-to-end customer relationship management is preferred
  • 3-year College degree or equivalent experience
  • Bilingualism in French and English (written & verbal) is an asset
  • Designations, Licenses, or Accreditations IFIC or CSC is preferred

Benefits

  • Flexible working arrangements - 100% remote, hybrid, and in office options
  • 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, that 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 2 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

Job title

Client Experience Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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