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.
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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,…
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