Personal Banker providing products and services to enhance customer relationships for WSFS Bank. Engaging with clients to understand their financial needs and opening new accounts.
About the role
- Service Centre Specialist Bilingual providing support and solutions for client inquiries at Fidelity. Handling escalations and ensuring compliance with regulatory obligations in both English and French.
Responsibilities
- Serve clients efficiently and courteously
- Respond to questions and escalations from existing and prospective clients, Service Centre representatives and sales representatives regarding products, policies and procedures via phone, chat, email, fax, mail, MessageServ and Fidelity online portals.
- Deliver effective service by actively supporting clients using positive language and active listening.
- Provide end-to-end support, ownership and handling of escalations and urgent issues.
- Provide comprehensive and accurate information to internal clients about Fidelity products and services.
- Provide internal clients with thorough and accurate guidance on Fidelity policies and procedures while mitigating risk.
- Act as a liaison between the Service Centre and other Customer Service divisions.
- Route inquiries to product, marketing, compliance, risk management and other departments within the organization.
- Participate in inquiries and investigations in Fundserv.
- Serve as a subject-matter expert and represent the team on projects and initiatives.
- Provide timely service while ensuring information accuracy.
- Work to enable the company to meet its service level targets.
- Maintain productivity by staying current on changes to products, policies and procedures.
Requirements
- Post-secondary diploma or equivalent work experience
- At least two years of experience in the financial services industry, preferably in a call centre.
- Canadian Securities Course (CSC) or Investment Funds Institute of Canada (IFIC) courses an asset
- Bilingual (French and English) is required.
- Deep knowledge of financial products (e.g., mutual funds, ETFs) and markets.
- Understanding of mutual fund trade processing or fund transfers.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Ability to work both in a team and independently.
- Analytical ability to identify trends and cause-and-effect relationships for problem solving.
- Ability to multitask effectively and work to tight deadlines.
- Strong knowledge of MS Office suite and relevant internal applications.
Benefits
- Flexible work arrangements – 100% remote, hybrid, and in-office options
- Competitive total compensation, including an employer contribution to your group RRSP without a requirement for you to match
- Comprehensive health benefits from day one, including up to $5,000 per year for mental health services and therapies, with premiums fully employer-paid
- Parental leave at 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 per year to volunteer with a charity of your choice
- Diversity and inclusion programs, including an active employee resource group network
- Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and awards for obtaining required professional designations
Job title
Job type
Experience level
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Degree requirement
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