Client Experience Associate, Investly

Fidelity Canada; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Fidelity Canada is seeking a Client Experience Associate, Investly, to partner with the Digital Product Development team and directly support users throughout the client lifecycle. You will be the initial contact for prospects and clients from evaluation through onboarding and ongoing support, following servicing processes and escalating issues as needed.

In this role, you will drive product adoption by addressing questions, guiding clients through the app, and delivering pre-approved content to

Qualifications

• No formal education requirements stated in the posting.
• Work authorization for Canada is required for all openings.

Responsibilities

• Interact virtually with users to address questions and remove barriers to trying the application.
• Provide prospective clients with pre-approved content and messages to explain why the application might meet their needs.

Skills

Customer support

Communication

Product adoption

Job description

• Current work authorization for Canada is required for all openings.
• This is a regular, full-time role.
• You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
• The work location for this role is 483 Bay Street in Toronto until approx. 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

• Current work authorization for Canada is required for all openings.
• This is a regular, full-time role.
• You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
• The work location for this role is 483 Bay Street in Toronto until approx. 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Job Description

Please note

• Current work authorization for Canada is required for all openings.
• This is a regular, full-time role.
• You will be working on a hybrid schedule as part of Fidelity's dynamic working arrangement.
• The work location for this role is 483 Bay Street in Toronto until approx. 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

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 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