Job Description

Please note:

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

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

• This is a regular, full-time opportunity.

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

• The bilingual incumbent of this role is required to interact directly with our clients and colleagues who are located across Canada. It is required that we service our clients in the official language of their choice (French or English).

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 Investor Centre Specialist Bilingual is responsible for providing service to Fidelity’s existing clients, which includes primarily servicing existing Fidelity investors, prospective investors and at times supporting advisor and dealer head office inquiries. While providing this service it is expected that the client receives accurate answers to the service inquiries in an efficient and courteous manner to meet or exceed our high standards and enhance the client’s experience.

The Investor Centre Specialist Bilingual 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 would be to provide a best-in-class end-to-end service and to support Fidelity’s clients via a multitude of different communication channels with the expectation of providing a first contact resolution and/or first day resolution.

Primary Responsibilities:

Call Quality Interaction: Delivers an Effortless & Courteous Client Interaction

• Responds to account, product, and general service inquiries from existing and prospective clients using an omni-channel platform via the phone, chat, email, fax, mail, Messageserv and Fidelity’s online web portals.

• Mentoring front-line staff, including leading huddles, and providing real-time support on investor service-related content as a Subject Matter Expert (SME).

• Spearheading investor initiatives to improve client data collection processes to generate internal actionable insights.

• Builds and maintains strong relationships with each client by employing strong communication and interpersonal skills.

• Develops a strong understanding of Investor needs through utilizing internal data and reporting

• 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.

• Perform job duties accurately to ensure the client is satisfied with the outcome of their request, while mitigating risks and preventing regulatory impacts.

Call Quality Knowledge

• Provides accurate product, policy, and procedure information to callers.

• Provides existing and prospective clients with information about products and services offered by Fidelity and creating leads for other lines of business within Fidelity

Maintaining Satisfactory Productivity Level

• 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.

Supporting Fidelity Values

• 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 client and develops solid understanding of their needs.

What We’re Looking For

Experience

• Minimum 1 year of experience in a call centre environment in financial services.

Education:

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

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

Designations, Licenses, or Accreditations

• IFIC or CSC is an asset.

The Expertise You Bring

• Excellent verbal and written communication skills in both English & French.

• Knowledge of Fidelity products, policies and procedures as well as current knowledge of markets and the mutual fund industry, with regulatory considerations.

• Ability to effectively communicate over the phone, e-mail, chat and other correspondence channels.

• Passion for customer service, with attention to detail

• Excellent analytical and problem-solving skills

• Ability to multi-task in a fast-paced environment

• Familiarity with MS Office Suite 

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include:

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $59,000 to $75,000, based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.

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