Fidelity International is a leading financial services provider helping Canadian investors build better financial futures. The Investor Centre Specialist Bilingual is responsible for providing exceptional service to Fidelity's clients, ensuring inquiries are addressed efficiently and accurately while supporting a best-in-class client experience.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• Current work authorization for Canada is required for all openings
• Applicants must be available to work rotating shifts Monday through Friday between 8:00 AM to 8:00 PM
• Bilingualism in English and French (verbal & written) is required
• Minimum 1 year of experience in a call centre environment in financial services
• Completion of post-secondary education or equivalent work experience
• 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
• IFIC or CSC is an asset

Benefits

• Base Salary and Discretionary Performance Bonus
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution 60 no employee matching required.
• Hybrid schedule as part of Fidelity 27s dynamic working arrangement
• Rotating shifts Monday through Friday between 8:00 AM to 8:00 PM
• Accommodation during the application process: Accommodations are available on request for candidates taking part in the selection process.

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