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Client Experience Associate, Investly
Fidelity Canada
- Toronto, Ontario, Canada
- Toronto, Ontario, Canada
About
Current work authorization for Canada is required for all openings.
You will be working on a Hybrid office schedule as part of Fidelity's dynamic working arrangement
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.
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.
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
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 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 $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 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.
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 A competitive annual range of $79,000 to $96,000 based on your experience and qualifications.
RRSP Contribution After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.
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.
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
Canada's Top 100 Employers
Greater Toronto's Top Employers
Canada's Top Family-Friendly Employers
Canada's Top Employers for Young People
Great Place To Work Certified
Best Workplaces for Inclusion
Best Workplaces for Mental Wellness
Best Workplaces for Today's Youth
Best Workplaces for Women
Best Workplaces in Financial Services & Insurance
Best Workplaces in Ontario
Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) - Best Place To Work
HRD - 5-Star Benefit Program
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
Languages
- English
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