Service Centre Specialist

  • Full-Time
  • Anywhere

Website Fidelity Canada

Job Description Current work authorization for Canada is required for all openings.

This is a permanent, full-time position.

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

The working hours for this position will be Monday – Friday, rotating shifts between 8:00 AM – 8:00 PM.

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 expertly.

The Purpose of the Role The Service Centre Specialist (SCS) is responsible for providing an effortless experience supporting internal Client Services and Sales teams by providing accurate information and solutions (related to product, policy, and procedure) to representatives servicing Fidelity’s clients. They handle escalations and liaise with departments across Client Services and across Fidelity (Compliance, Legal, Risk, etc.) to ensure a positive outcome and client experience in every interaction, while mitigating risk and preventing regulatory impact.

The Service Centre Specialist’s focus will be on supporting the development of Service Centre Representative and teams by coaching, mentoring, transferring knowledge and partnering with other CS senior representatives. Service Centre Specialist will work with business partners to align on change management and represent the team as subject matter experts on project/initiatives, application, and procedural updates.

What You Will Do

Your responsibilities will include but not limited to:

Call Quality Interaction: Deliver an Effective and Courteous Client Interaction

  • Respond to inquiries and account escalations from Service Centre Representatives and Sales Representatives related to product, policy, procedure, and general service inquiries from existing and prospective clients via phone, chat, email, fax, mail, MessageServ and Fidelity’s online web portals.
  • Provide low effort experiences by actively supporting clients through use of positive language and active listening
  • Convey Advocacy and take ownership, ensure end to end handling of escalations and/ urgent matters
  • Use forward resolving skills to provide clients with the best solutions

Call Quality Knowledge: Provide Accurate Product, Policy, and Procedure Information to Callers

  • Provide complete and accurate information to internal clients about products and services offered by Fidelity.
  • Provide complete and accurate information and guidance to internal clients about Fidelity’s policies and procedures while mitigating risks
  • Acts as liaison between the service centre and other CS departments.
  • Escalate inquiries to business partners i.e. Products, Marketing, Compliance, Risk and other divisions across the organization.
  • Assist with Fundserv inquiries and/or investigations.
  • Act as subject matter expert, represent team on projects and/initiatives

Maintain Productivity Levels

  • Provide clients with timely service while presenting accurate information.
  • Work in a manner that allows the business to reach its service level targets.
  • Achieve productivity performance by staying up to date and informed on product, policy, and procedure changes/updates

Support Fidelity Values and other Job Responsibilities

  • Conduct business in a manner consistent with the Fidelity values of: Integrity, Commitment, Partnership, and Balance.
  • Demonstrate willingness to improve personal performance.
  • Participate in projects, meetings, focus groups as needed.
  • Take the initiative to ensure the highest level of service possible is provided by continuously looking for ways to improve the business.
  • Handle all privacy breach and fraud calls, providing reporting to ASC management, Risk and Compliance.
  • Act as a mentor to new hires and current service representatives by sharing and presenting knowledge through emails, side-by-side coaching, and attending service centre team meetings, along with assisting with ongoing training.
  • Trend analysis and data insights on interactions with service centre representatives and sales representatives, including reporting and feedback to management
  • Work with management to recognize individuals for quality excellence

What We Are Looking For

  • Completion of post-secondary degree or equivalent work experience.
  • Minimum 2+ years of experience within the Financial Services industry, preferably with some experience in a call centre environment.
  • Canadian Securities Certificate (CSC) or Canadian Investment Funds Course (IFIC) is an asset.
  • Bilingualism in English/French is an asset.

The Expertise You Bring

  • Strong knowledge of financial products (i.e. Mutual Funds, ETFs) and current markets
  • Some understanding of mutual fund transaction/transfer agency processing
  • Excellent customer services skills.
  • Excellent communication skills (verbal and written).
  • Ability to work well independently, as well as in a team.
  • Ability to analyze and identify patterns or connections in problem solving.
  • Effective multi-tasker who works well under pressure in a fast-paced environment.
  • Strong knowledge of MS Office, and relevant in-house applications.

Internal Postings

Deadline for internal applications is Friday, December 22, 2023

This position is a Grade D.

All Internal Applicants:

Review the Position Yourself Program on inSite before applying.

Quiconque pose sa candidature doit disposer d’une autorisation de travail au Canada.

Il s’agit d’un poste permanent à temps plein .

Vous travaillerez selon un horaire hybride flexible dans le cadre de la formule de travail dynamique de Fidelity.

L’horaire de travail pour ce poste est du lundi au vendredi, selon des quarts rotatifs entre 8h à 20h.

Qui nous sommes Chez Fidelity, nous aidons les investisseurs canadiens à prendre leur avenir financier en main depuis plus de 35ans. Nous offrons aux particuliers et aux institutions une gamme de portefeuilles et de services de placement fiables, et nous cherchons constamment de nouvelles façons de mieux servir nos clients. Alors que nous poursuivons notre expansion en tant que société privée, nous sommes résolument portés sur l’innovation dans tous nos domaines d’activité.

Travailler chez nous veut dire faire partie d’un groupe diversifié de personnes motivées qui font une réelle différence dans la vie de nos clients et de nos collectivités chaque jour. Vous aurez de nombreuses occasions de vous épanouir et de faire progresser votre carrière dans un milieu inclusif où l’on reconnaît votre valeur et vous soutient, une place qui vous encourage à donner le meilleur de vous-même, tant sur le plan personnel que professionnel.

L’objectif du rôle Il incombe au spécialiste, Centre de services d’assurer une assistance efficace aux équipes du Service à la clientèle et des ventes en fournissant des renseignements fiables et des solutions concernant les produits, les politiques et les procédures aux représentants qui desservent les clients de Fidelity. Il ou elle traite les cas de transmission à un échelon supérieur et collabore avec le Service à la clientèle et avec d’autres services de Fidelity (Service de la conformité, Service juridique, Service de gestion des risques, etc.) pour assurer une conclusion et une expérience client positive à chaque interaction tout en atténuant les risques et en prévenant les répercussions sur le plan réglementaire.

Le ou la spécialiste, Centre de services s’efforcera de soutenir le développement des représentants et des équipes du Centre de services en les encadrant, en les formant et en collaborant avec d’autres représentants expérimentés du Service à la clientèle. Le ou la spécialiste, Centre de services travaillera avec les partenaires commerciaux pour harmoniser la gestion des changements et représentera l’équipe en tant qu’expert concernant les projets et initiatives, les applications et les procédures.

Principales responsabilités

Vos responsabilités comprendront, sans s’y limiter:

Qualité de l’interaction pendant les appels: Servir les clients de façon efficace et courtoise

  • Répondre aux questions et aux cas de transmission à un échelon supérieur provenant des clients existants et éventuels des représentants du Centre de services et des représentants des ventes au sujet des produits, des politiques et des procédures, notamment par téléphone, clavardage, courriel, télécopieur, courrier, MessageServ et les portails en ligne de Fidelity.
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