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Service Solutions Unit rep, Bilingual

Fidelity Investments

This is a Contract position in Toronto, ON posted October 28, 2021.

Job Description

This is a contract/secondment position scheduled to end by March 31st, 2022.

Business Overview

The Service Solutions Unit (SSU) handles the in-depth investigation and resolution of all financial and non-financial corrections that are a result of internal or external errors. Errors may involve but are not limited to systems, taxation, compliance or policies and procedures. SSU communicates with clients, advisors and other Fidelity partners during the error-recovery process.

Position Description

The Service Solutions Unit Rep is responsible for the timely and accurate resolution of client account problems. As client problems can be generated due to internal or external errors or a combination thereof, the SSU Rep must resolve account related problems in keeping with industry, provincial and/or federal regulations, as well as corporate policy. This includes research, analysis and adjustment of all problems/errors.

Primary Responsibilities

  • Provide professional, accurate and timely customer service in the resolution of client problems or issues.
  • Hold themselves accountable to Fidelity's clients to correctly apply knowledge of Fidelity products, policy and procedures, along with appropriate risk mitigation during the resolution of client issue/problem.
  • Contribute to the environment of Continuous Improvement at the department and divisional level.
  • Contribute to building a strong, effective team
  • Add value to the client experience by understanding what's important, recognizing what needs to be done and taking personal accountability for creating a positive “moment of truth”.

Education, Experience and Licenses

  • Completion of post-secondary education or equivalent work experience
  • Minimum 1 year related work experience in the financial services industry, preferably in the mutual fund industry
  • 1+ years Fidelity Processing experience is an asset
  • Canadian Securities Course (CSC) and/ or Investment Funds Institute of Canada (IFIC) designations is an asset
  • Bilingual in French and English (spoken and written) required

Skills and Knowledge

  • Excellent knowledge of policy, procedures and all transaction types related to Transfer Agent Operations
  • Familiar with MS Office Suite and internet applications
  • Quick learner and ability to adapt to change
  • Ability to multi-task and work well under pressure.
  • Works equally well independently and as part of a team
  • Strong analytical skills and detail oriented.
  • Ability to make sound, prudent judgment calls for the resolution of client issues
  • Familiar with in-house applications (AXIS, XTRAC, ConX, ACE, TD Business Windows) is an asset
  • Knowledge of Fidelity product offerings is an asset

Current work authorization for Canada is required for all openings.

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 FidelityCanadaStaffing@fidelity.ca.

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 (5th consecutive year) 2021
  • Greater Toronto’s Top Employers (9th consecutive year) 2021
  • Canada’s Top Family Friendly Employer (4th consecutive year) 2021
  • Imagine Canada, Caring Company
  • Canada’s Top Employer For Young People 2021
  • National HR Awards – Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award
  • Workplace Benefits Awards – Health and Wellness Program
  • Canadian Compassionate Companies Award

Designations

  • A Canadian Compassionate Company
  • An Imagine Canada Caring Company
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