Job Description

Please note:

• Current work authorization for Canada is required for all openings.

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

• This is a contract/secondment ending on October 3, 2025.

• Applicants must be available to work rotating shifts Monday through Friday between 8:00 am to 8:00 pm. 

• Both bilingual and unilingual candidates are encouraged to apply.

• A bilingual incumbent of this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. It is required that they demonstrate advanced communication skills in both languages.

Who We Are

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 professionally.

How You’ll Make an Impact

The CS Service Excellence Program has been designed to provide you with the opportunity to further develop your knowledge and skills within our Client Services (CS) division. Through this program, you will receive training and have the opportunity to support various business units within the division. The focus will be on rotations with the Advisor Service Centre (inbound contact centre), Transfer Agent Processing (financial and non-financial transactions) and Service Solutions Unit (transaction adjustments).

The CS Service Excellence Representative Bilingual is responsible for the timely and accurate resolution of client account problems, account processing and/or day-to-day services and call handling with Client Services. CS Service Excellence Representatives may be called upon to provide support to different departments to maintain high levels of service during peak transactional periods.

Key Accountabilities / Responsibilities

• Provide professional, timely and accurate execution of trade processing/adjustments and client

• Working knowledge of and accountable to correctly apply knowledge of Fidelity’s products, policies, and procedures with appropriate risk mitigation in the execution of their role.

• Supports Fidelity Values and iCARE principles by adding value to the client experience by understanding what is important, recognizing what needs to be done and taking personal accountability.

• Contributes to supporting CS Divisional requirements to achieve and maintain optimal service levels.

What We’re Looking For:

Experience

• 1 - 2 years’ experience in a client services environment (preferably financial services),

Education:

• Completion of post-secondary education or equivalent work experience.

• Bilingualism in English and French (verbal & written) (required)

Designations, Licenses, or Accreditations

• IFIC or CSC is an asset.

The Expertise You Bring

Skills and Knowledge

• Working knowledge of Fidelity policies, procedures and processes relating to the Transfer Agent
• Operations, as well as a broad knowledge of Fidelity product offerings
• Understanding of departmental tasks and responsibilities
• Understanding of Mutual Fund Industry, regulatory and government rules/regulations
• Understanding of in-house applications
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Ability to multi-task
• Detail oriented
• Familiarity with MS Office Suite 

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