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.

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.

Service Solutions Unit Representative

• This role has multiple openings.

• Please note that this opportunity is a contract/secondment ending on April 30, 2025.

Business Overview

The Service Solutions Unit (SSU) handles the in-depth investigation and resolution of all financial and non-financial corrections that are a result of internal or external errors. Errors may involve but are not limited to systems, taxation, compliance or policies and procedures. SSU communicates with clients, advisors, and other Fidelity partners during the error-recovery process.

How You’ll Make an Impact

Position Overview

The Service Solutions Unit Representative is responsible for the timely and accurate resolution of client account problems. As client problems can be generated due to internal or external errors or a combination thereof, the SSU Rep must resolve account related problems in keeping with industry, provincial and/or federal regulations, as well as corporate policy. This includes research, analysis and adjustment of all problems/errors.

Key Accountabilities

• Provide professional, accurate and timely customer service in the resolution of client problems or issues.
• Hold themselves accountable to Fidelity's clients to accurately apply knowledge of Fidelity products, policy and procedures, along with appropriate risk mitigation during the resolution of client issue/problem.
• Contribute to the environment of Continuous Improvement at the department and divisional level.
• Contribute to building a strong, effective team.
• Add value to the client experience by understanding what's important, recognizing what needs to be done and taking personal accountability for creating a positive "moment of truth".

What We Are Looking For:

Experience

• Minimum 2 years related work experience in the mutual fund or financial services industry

Education:

• University or College Degree or equivalent work experience
• Strong communications skills in French (written & verbal) (asset)

Designations, Licenses, or Accreditations

• Canadian Securities Course (CSC) and/ or Investment Funds Institute of Canada (IFIC) designations is an asset.

The Expertise You Bring

• Familiarity with MS Office Suite, internet and relevant in-house applications (AXIS, XTRAC, ConX,
• ACE, TD Business Windows)
• Excellent knowledge of policy, procedures and all transaction types related to Transfer Agent
• Operations, as well as a broad knowledge of Fidelity product offerings.
• Quick learner and ability to adapt to change.
• Excellent interpersonal and communication skills (verbal and written).
• Ability to multi-task and work well under pressure.
• Works equally well independently and as part of a team.
• Strong analytical skills and detail oriented.
• Ability to make sound, prudent judgement calls for the resolution of client issues.

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