Client Experience Specialist

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. If you are in the Greater Toronto Area, the work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway. This role is available in Calgary as well. Who Are We 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. Why Join the Client Experience Team? Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity. As a Client Experience Specialist, the primary focus of the role is being an operational expert, secondary relationship owner, case resolution specialist. How You'll Make an Impact The Client Experience Specialist is the secondary contact, supporting the Client Experience Managers, for the delivery of exceptional operational service to FIC’s critical clients within the Client Services Division. The Client Experience Specialist maintains excellent relationships with    Client Experience Managers and business/internal partners, ensuring services delivered across Client Services meet and exceed our high standards. The Client Experience Specialist will use their strong operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client inquiries or escalations. This role offers the opportunity to develop deep operational expertise, strengthen relationship management capabilities, and prepare for future growth opportunities within the Client Experience Team Primary Responsibilities: Add value to the client experience by understanding what is important, recognizing what needs to be done and taking personal accountability for creating an effortless experience. Respond to all client inquiries in the absence of the primary Client Experience Manager as the secondary point of contact and take full ownership from start to finish. Assess inquiries and escalations according to internal and external policies and procedures, and communicate escalations to Client Experience Manager, management, and impacted parties. Upon request, attend advisor sales events or other client-facing meetings Complete special projects, reports and campaigns as instructed Partner with Sales Teams in the effort of influencing client loyalty Collaborate across Fidelity teams to deliver timely solutions, remove barriers, and create seamless experiences for our clients Serve as the voice of the client internally in interactions with key support groups across FIC to ensure that client expectations are surpassed Accountable for promoting of new system and services offerings to the clients, and influencing to create new habits of adapting such new system and service offerings Accountable for contributing to the continuous improvement environment What We Are Looking For Experience Minimum of 18 months of related work experience in the mutual fund services industry Experience with end-to-end customer relationship management is preferred Minimum of 1-year experience in in-bound call inquiries is preferred Minimum of 1-year experience in transaction and/or adjustment processing is preferred Education Completion of College Diploma or equivalent experience as a minimum is required Designations Having IFIC or CSC will be considered an asset The Expertise You Bring Excellent relationship management skills - confirmed experience in building and handling relationships with customers, including in-person interactions Excellent knowledge of policy, procedures, all transaction types and product offerings Quick learner and ability to adapt to change Excellent interpersonal and communication skills (verbal and written) Ability to work well in a fast-paced environment Strong organizational and product awareness Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity.  If you are selected for an interview, the recruiter who contacts you can best answer your questions . 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 $60,000 to $76,000 based on experience and qualifications 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’ll help you feel valued and supported as part of our team: Flexible working arrangements - 100% remote, hybrid, and in office options Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy Parental leave top-up to 100% of your salary for a period of 25 weeks Up to $650 for home office equipment Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice Diversity and inclusion programs, including an active network of Employee Resource Groups Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years. 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