Service Delivery Representative Bilingual

Job Description Current work authorization for Canada is required for all openings. You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement. The incumbent of this role is required to review and process documents in both official languages (French and English) to meet our industry regulatory obligations. It is required that they demonstrate advanced communication skills in both languages Who We Are : 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.For more information about Fidelity Clearing Canada, please visit The Purpose of the Role The Service Delivery Representative Bilingual is the primary point of contact for day-to-day service delivery to Introducing Broker (IB) and Portfolio Manager (PM) clients of FCC. The Service Delivery Representative will develop and maintain excellent relationships with FCC’s clients, ensuring interactions meet our high service standards. They will act as a liaison between the client and the FCC back- office departments as required, ensuring that defined client service levels are being met. They will respond to enquiries raised by clients. They will ensure that heightened issues are promptly escalated appropriately. Responsibilities will also include assisting team members when required, participating in projects, and producing client metrics. What You Will Do : 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 FCC’s 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 We’re Looking For : Must be bilingual in French and English* 3- year post-secondary diploma or equivalent work experience.* 2+ years of hands-on experience in a client service or operations role within the financial services industry, with a focus on brokerage operations. Prior experience in a brokerage firm or working directly with brokerage clients is an asset.* 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. The Expertise Your Bring : Proven success in establishing exceptional client service.* Ability to build credibility and rapport with clients quickly.* Ability to communicate 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 FCC’s 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. 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 designationWe 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. 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. We are proud to be recipients of the following : Awards • Canada's Top 100 Employers o Greater Toronto's Top Employers o Canada's Top Family-Friendly Employers o Canada's 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 Today's 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 Canada's Workplace

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