Job Description

Current work authorization for Canada is required for all openings.

You will be working on a Hybrid office schedule as part of Fidelitys dynamic working arrangement

At Fidelity weve 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 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:

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.

2) 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

3) 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:

• 1-3 years experience in financial services in back-office sales or client support

• Experience working metrics and data-driven organizations in client-facing roles

• Nice to have experience in digital products

• University Degree or equivalent work experience

• Being Bilingual in French is an asset

• Experience interacting with a custodial platform is an asset

Some of the ways well 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 $5000 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 11000 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 Canadas Top 100 employers for the last five years.

Total Rewards That Reflect Your Impact

We believe exceptional work deserves exceptional recognition. Thats why we offer a competitive compensation package designed to support your success todayand your financial well-being tomorrow.

For this role your total rewards include:

• Base Salary: A competitive annual range of $70000 to $85000 based on your experience and qualifications.

• Performance Bonus: Eligible for a discretionary bonus that rewards your contributions and results.

• RRSP Contribution: After 6 months of employment we invest in your future with an RRSP contributionno employee matching required.

Were proud to offer a compensation package that aligns with provincial pay transparency requirements.

This posting represents an existing vacancy within our organizationan opportunity to step into a role where your talents will make a meaningful difference

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