Job Description

You will be working on a pre-defined hybrid schedule as part of Fidelity’s dynamic working arrangement.

Current work authorization for Canada is required for all openings.

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years.  We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients.  As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future.

Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and expertly.

Service Centre Representative Senior

• The position is available in Toronto.
• The role requires working rotating shifts - Monday through Friday between 8am and 8 pm EST.

How You’ll Make an Impact

The Service Centre Representative Senior is responsible for providing service to Fidelity’s existing and prospective clients, which include advisors, brokers/dealers, individual investors, and administrative support partners. While providing this service, it is expected that the client receives accurate answers to their inquires in an efficient and courteous manner to meet or exceed our high standards and enhance the client’s experience.

The Service Center Representative Senior 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 will be to provide a best-in-class end-to-end service, and to support to Fidelity’s clients via a multitude of different communication channels with the expectation of providing a first contact resolution and/or first day resolution.

Key Accountabilities

Call Quality Interaction: Delivers an effortless and courteous client interaction.

• Responds to account, product, and general service inquiries for existing clients (advisor/investor) and prospective clients using an omni-channel platform via the phone, chat, email, and Fidelity’s online web portals.
• Builds and maintains strong relationships with all clients (advisor/investor) by employing effective communication and interpersonal skills.
• Develops a strong understanding of investor’s needs.
• 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.
• Performs job duties accurately to ensure the client is satisfied with the outcome of their request, while mitigating risk and preventing regulatory impacts.
• Responsible for proactively updating investor contact information to ensure our records are accurate and up to date. This role involves maintaining thorough and current records to ensure seamless interaction.
• Completing Prospective Investor forms during calls with potential investors to gather necessary information for follow-up.
• Conducts correspondence training sessions for emails, letters, and chat (if applicable).

Call Quality Knowledge: Provides accurate product, policy, and procedure information to callers. Provides existing and prospective investors with information about products and services offered by Fidelity.
 

Maintains productivity levels: 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.
 

Supports Fidelity values and 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 investor and develops solid understanding of their needs.
• Facilitates and leads refreshers for peers (new or tenured) on various topics such as investor-related topics, value add, and other key areas.
• Acts and assists as the SME for investor related initiatives, projects, and enhancements.
• Assists in various investor related campaigns pertaining to Data Collection, etc.
• Assists in reviewing investor related reporting by analyzing monthly related data, and daily related reporting.

What We Are Looking For

Experience

• A minimum of 1-2 years’ experience within the mutual funds industry, ideally in a call centre environment.

Education:

• Completion of post-secondary education or equivalent work experience.
• Strong communication skills in English (written & verbal) (required)
• Strong communications skills in French (written & verbal) (asset)

Designations, Licenses, or Accreditations

• Financial Industry specific certifications such as: Canadian Securities Course (CSC); Investment Funds Institute of Canada (IFIC); or CFA are considered an asset.

The Expertise You Bring

• Knowledge of Fidelity products, policies and procedures and current knowledge of markets and key players in the mutual fund industry.
• Excellent customer services skills.
• Excellent communication skills (verbal and written).
• Ability to work well independently, as well as in a team. 
• Ability to analyze and identify patterns or connections in problem solving.
• Effective multi-tasker who works well under pressure in a fast-paced environment.
• Strong knowledge of MS Office, and relevant in-house applications.

Fidelity Canada is an equal opportunity employer

Fidelity Canada is committed to fostering a diverse and inclusive workplace. We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally-protected ground.

Accommodation during the application process

Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require an accommodation, please email us at [email protected].

No telephone inquiries or agencies please. We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following:

Awards

•    Canada's Top 100 Employers 
o    Greater Toronto's Top Employers 
o    Canada's Top Family-Friendly Employers 
o    Canada's Top Employers for Young People 
  
•    Great Place To Work® Certified 
o    Best Workplaces for Inclusion 
o    Best Workplaces for Mental Wellness 
o    Best Workplaces for Today's Youth 
o    Best Workplaces for Women 
o    Best Workplaces in Financial Services & Insurance 
o    Best Workplaces in Ontario 
o    Best Workplaces with Most Trusted Executive Teams 

•    LinkedIn Top Companies in Canada
  
•    Human Resource Director (HRD) - Best Place To Work 
o    HRD - 5-Star Benefit Program 
o    HRD - 5-Star Diversity & Inclusion Employer 

Designations
•    Canadian Compassionate Companies – Certified 
•    Benefits Canada's Workplace Benefits Award - Future of Work Strategy 
•    TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting 
•    Canadian HR Reporter's Most Innovative HR Team