Client Experience Associate, Investly

Job Description

Please note:

• Current work authorization for Canada is required for all openings.
• This is a regular, full-time role.
• You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
• The work location for this role is 483 Bay Street in Toronto until approx. 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

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.

Business Overview:

The Client Experience Associate, Investly, will partner with the Digital Product Development (DPD) team to directly support users and customers.

This role will be the first and primary contact person for all prospects and clients throughout the client lifecycle from the evaluation phase in which the goal is to help clients understand why the application matches their needs, to the onboarding phase to getting people up and running with the application, to being the primary source of information and troubleshooting for ongoing support in using the application.

As a part of being the primary contact for users, this role will be responsible for supporting clients directly in accordance with our servicing processes and policies, and escalating issues to appropriate team members as set out in these policies.

What You Will Do:

Drive product adoption:

• Interact virtually (online) with users to address industry and product related questions to remove any barriers to having clients try the application
• To provide prospective clients with appropriate pre-approved content and messages to educate them on why the application might fit their needs
• To escalate issues during this early sales process to appropriate team members, as per our servicing processes and policies.

Support clients during onboarding

• To support the smooth onboarding of clients by identifying standard onboarding issues within the operating framework, and providing support, help and troubleshooting guidance

Providing technical & application support

• To be an expert in how devices (Android and iOS) work, and to be able to understand customer technology issues
• To be able to follow established FAQs and guide clients through debugging device and application-related issues
• Where application bugs are suspected, to log them for tracking by the software team

Drive product improvement by collecting user feedback

• Collect and identify qualitative product feedback from clients through directly interaction throughout the product cycle
• Be the advocate for the client in product planning discussions to ensure common pain points are address and typical negative outcomes pre-empted.

The Expertise You Bring:

• Curiosity and problem-solving skills to help meet client needs and build solutions
• Strong time-management and organizational skills
• Excellent oral and written communication skills, including active listening and relationship building
• The ability to remain positive and professional in high-pressure, challenging customer situations
• Deep proficiency in using diverse digital tools

What we are looking for:

• 3+ years of experience in financial services in back-office, sales or client support required
• Experience working metrics and data-driven organizations in client-facing roles required
• Nice to have experience in digital products
• University Degree or equivalent work experience required
• Being Bilingual in French is an asset
• Experience interacting with a custodial platform is an asset

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
  :
  Total annual cash compensation (
  base salary plus target bonus
  ) ranges from $79,000 to $96,000
  , 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.

Some of the ways we will help you feel valued and…