Job detail for Bilingual Client Experience Specialist

Job Description

• Anyone applying must have authorization to work in Canada.

• You will work on a hybrid schedule as part of Fidelity’s dynamic working arrangement.

• Bilingualism in both oral and written French and English is required.

• The bilingual incumbent in this position is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. This person must demonstrate advanced communication skills in both languages.

• If you are in the Greater Toronto Area, the work location for this position is 483 Bay Street in Toronto until approximately the end of 2026, at which time the work location will move to the new Mississauga office located at 3 Robert Speck Parkway.

• This position is available in Toronto and Montreal.

Who we are

​ At Fidelity, we have been helping Canadian investors take control of their financial future for over 35 years. We offer individuals and institutions a range of reliable investment portfolios and services, and we are constantly looking for new ways to better serve our clients. As a private company, we are resolutely focused on innovation in all our areas of business as we continue our expansion.

Working with us means being part of a diverse group of dedicated people who make a real difference in the lives of our clients and our communities every day. You will have numerous opportunities to grow and advance your career in an inclusive environment where you will feel valued and supported; an environment conducive to giving the best of yourself, both personally and professionally.

Why join the Client Experience team?

Join a team that directly influences the experience of Fidelity's most valued advisor partners. As a member of the Client Experience team, you will develop trusted relationships, solve complex business challenges, and play a key role in how clients experience Fidelity.

As a Bilingual Client Experience Specialist, your role will primarily consist of acting as an operational expert, secondary relationship owner, and case resolution specialist.

Your contribution

The Bilingual Client Experience Specialist acts as a secondary contact, supporting the Bilingual Client Experience Managers, to ensure the delivery of exceptional operational service to FIC’s strategic clients within the Client Services division.

The Bilingual Client Experience Specialist maintains excellent relationships with the Bilingual Client Experience Managers as well as with business and internal partners, ensuring that the services offered by the entire Client Services division meet and exceed our high standards. Thanks to their solid operational expertise, they coordinate service delivery and respond quickly and effectively to all client inquiries or escalation situations.

This position offers the opportunity to develop deep operational expertise, strengthen relationship management skills, and prepare for future advancement opportunities within the Client Experience team.

Main :

• Add value to the Client Experience by understanding client priorities, determining necessary actions, and taking personal responsibility to provide a simple, fluid, and effortless experience.

• Respond to all client requests in the absence of the Client Experience Manager as a secondary point of contact, and ensure full ownership of files from start to finish.

• Assess requests and escalation situations in accordance with internal and external policies and procedures, and communicate escalations to the Client Experience Managers, management, and relevant parties.

• Participate, upon request, in sales events for advisors or other client meetings.

• Carry out special projects, produce reports, and lead campaigns according to instructions received.

• Collaborate with sales teams to foster client retention and loyalty.

• Work in partnership with various Fidelity teams to provide quick solutions, remove obstacles, and offer a seamless experience to clients.

• Act as a spokesperson for the voice of the client within the organization during interactions with key FIC support groups, to ensure that client expectations are exceeded.

• Be responsible for promoting new systems and service offerings to clients, as well as influencing the adoption and integration of these new solutions.

• Actively contribute to a culture of continuous improvement and the constant optimization of processes and services.

What we are looking for

Experience

• Minimum of 18 months of relevant experience in the mutual fund industry.

• Experience in end-to-end client relationship management would be an asset.

• Minimum of one year of desired experience in handling phone inquiries.

• Minimum of one year of desired experience in processing transactions or adjustments.

Education

• College diploma or equivalent experience.

• Bilingualism in both oral and written French and English is required.

Designations, licenses, or accreditations

• IFIC or CSC designation desirable.

The expertise you offer

• Excellent relationship management skills – proven experience in building and managing client relationships.

• Excellent oral and written skills, in both French and English.

• Excellent knowledge of policies, procedures, transaction types, and products.

• Ability to learn quickly and adapt to change.

• Excellent interpersonal and communication skills (oral and written).

• Ability to multitask and be effective in a dynamic environment.

• Strong organizational awareness and product knowledge.

• Knowledge of the Microsoft Office suite, Salesforce, the Internet, and relevant internal applications (AI, Chat).

We use the AI-powered LinkedIn Hiring Assistant to support certain stages of our recruitment process. Each hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Assistant, please keep in mind that its answers are not official and must be confirmed by Fidelity for accuracy and completeness. If you are selected for an interview, the recruiter who contacts you will be best placed to answer your questions.

Total compensation that reflects your contribution

We believe that exceptional work should be rewarded. That is why we offer a competitive compensation program designed to support your success in the present and your financial well-being in the future.

For this position, your total compensation includes the following elements:

Base salary and discretionary performance bonus: Total annual cash compensation (base salary plus target bonus) ranges from $60,000 to $76,000, depending on your experience and qualifications.

We are proud to offer a compensation plan that complies with provincial pay transparency requirements.

This position is currently vacant. It is an opportunity where your talent will be put to use.

Why choose Fidelity?

Awards

• Canada's Top Family-Friendly Employers

• Canada's Top 100 Employers

• HRD Canada Best Workplaces Award.

• 5-Star Diversity and Inclusion Employer according to HRD Canada

• 5-Star Benefit Program in 2023 according to HRD Canada

Here are some of the ways we will help you feel valued and supported within our team:

• Flexible working arrangements

• Competitive total compensation, including a contribution to your group RRSP without any requirement for you to contribute an equal amount

• Comprehensive health benefits from your first day, including up to $6,000 per year for mental health services and therapy, with premiums fully paid by the employer

• Parental leave at 100% of your salary for a period of 25 weeks

• Up to $650 for your home office equipment

• Generous leave 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 payments of rewards for obtaining a mandatory professional designation

We are committed to promoting a culture centered on compassion and individuality, and we are proud to have been named one of Canada's Top 100 Employers for the last five years.

Designations

• Canadian Compassionate Companies

• Great Place to Work Best Workplaces list

• Great Place to Work Best Workplaces for Women

Fidelity Canada subscribes to the principle of employment equity

Fidelity Canada is committed to fostering a diverse and inclusive workplace. All eligible applications will be reviewed, without distinction as to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, veteran status, Indigenous or Native American status, or any other status protected by law.

Accommodations during the job application process

Fidelity Canada accepts and encourages job applications from people with disabilities. Accommodations are available upon request for candidates participating in the selection process. If you require an accommodation, please email us at @fidelity.ca.

By applying for this position, you consent to receive an automated acknowledgment of receipt.

We do not respond to any inquiries by phone and do not accept any applications through an agency. We thank all candidates for their interest. Please note that only those selected for an interview will be contacted.