Job Description

Service Delivery Representative

Please note:

• Current work authorization for Canada is required for all openings.
• This is a secondment/contract opportunity until January 29 2027.
• You will be working on a flexible hybrid schedule as part of Fidelitys dynamic working arrangement.

About Us:

At Fidelity weve been helping Canadian investors build better financial futures for over 35 offer individuals and institutions a range of trusted investment portfolios and services - and were 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 youll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. Youll have a wide range of opportunities to grow and develop your career in an inclusive environment where youll feel valued and supported to be your best - both personally and professionally.

Business Overview:

Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution clearing custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

How Youll Make an Impact:

• Act as the central point of contact for our IB & PM clients for all service- related issues. Receive and respond to day-to-day inquiries/requests from clients and manage and escalate client issues accordingly ensuring that a complete resolution is provided to clients within defined SLAs. This includes strong knowledge of operational policies and processes in order to successfully troubleshoot issues and answer queries. An understanding of how clients interact with FCC and any special handling or unique business processes is essential. Effectively collaborates with other departments to ensure excellent service is delivered. Deliver the highest quality of customer service to our internal and external customers to exceed their expectations and create a positive experience.
• Build and enhance loyalty by reducing middle office and advisor effort in their interactions with Fidelity Clearing Canada. Promote ease of doing business for front and middle offices through product and process education.
• Use sound judgement to understand the impact of situations to the client escalating appropriately and establishing clear communication with the client and facilitating the hand-off to the Service Delivery Managers as required and responding to questions in a timely manner.
• Process defined transactions as required including account changes fund movements journals and securities transfers ensuring full adherence to FCCs guidelines.
• Keeps apprised of the continuously evolving FCC policies procedures. Administration of the Service & Support knowledge base. There may be other duties as assigned.
• Logging of client interactions in Salesforce.

What Were Looking For:

• 3- year post-secondary diploma or equivalent work experience.
• 2 years experience working in a client service or operations role within the financial services industry preferably in the brokerage industry.
• Solid understanding of customer service.
• Knowledge of Industry products services and systems is an asset
• Strong written and oral communication skills.
• Completion of Canadian Securities Course is an asset.
• Bilingualism in English/French is an asset.

The Expertise Your Bring:

• Proven success in establishing exceptional client service.
• Ability to build credibility and rapport with clients quickly.
• Ability to communication in a clear and compelling manner.
• Knowledge of our operations offering processes and policies including account openings account transfers registered products investment products settlements & certificate handling.
• Ability to analyze and synthesize information to identify and understand when issues need to be raised with the Service Delivery Managers; strong attention to detail.
• Ability to prioritize tasks based on clients needs.
• Ability to listen effectively.
• Flexibility in working with multiple clients; professional friendly calm demeanor strong ability to represent FCC to our clients.
• Strong computer skills including proficiency in Office - Excel & Word Adobe. Ability to learn systems and products quickly and gain an understanding of FCCs product offerings.
• Salesforce usage including case management reporting and metrics.
• Team player- ability to foster and maintain strong working relationships and work cooperatively with others.

Internal applicants should submit their application by 6:59 PM on June 5 2025

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 .

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

Canadas Top 100 Employers
o Greater Torontos Top Employers
o Canadas Top Family-Friendly Employers
o Canadas 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 Todays 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 Canadas Workplace Benefits Award - Future of Work Strategy
TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
Canadian HR Reporters Most Innovative HR Team