Client Experience & Onboarding Specialist

Fidelity International; Toronto; Hybrid; CAD 79,000 - 96,000; Full time

Benefits offered by this job

Flexible working arrangements

Group RRSP with no matching required

Health benefits from day 1

Parental leave top-up to 100% for 25 w

Up to $650 home office equipment

Volunteer days

Diversity & Inclusion programs

Extensive professional development

Job summary

Fidelity Canada is seeking a Client Experience Associate, Investly, to partner with the Digital Product Development team and support users across the client lifecycle—from evaluation and onboarding to ongoing usage. You will be the primary contact, helping clients understand the application and solving issues as they arise.

The role emphasizes curiosity, strong communication, and problem-solving skills, with hybrid work in Toronto.

Qualifications

• 3+ years of experience in financial services in back-office, sales or client support
• Experience working in metrics and data-driven organizations in client-facing roles
• Bilingual in French is an asset
• University Degree or equivalent work experience required

Responsibilities

• Drive product adoption by interacting virtually with users and addressing questions
• Provide prospective clients with pre-approved content to educate them about the application
• Escalate issues to appropriate team members per servicing policies
• Support onboarding by identifying issues and providing troubleshooting guidance
• Provide technical and application support across devices (Android/iOS)
• Log bugs for tracking by the software team when issues are suspected
• Collect and identify qualitative product feedback from clients throughout the product cycle
• Advocate for the client in product planning discussions to address pain points

Skills

Curiosity

Problem-solving

Time management

Communication

Digital tools

Education

University Degree or equivalent

Tools

Digital tools proficiency

Job description

Fidelity Canada is seeking a Client Experience Associate, Investly, to partner with the Digital Product Development team and support users across the client lifecycle—from evaluation and onboarding to ongoing usage. You will be the primary contact, helping clients understand the application and solving issues as they arise.

The role emphasizes curiosity, strong communication, and problem-solving skills, with hybrid work in Toronto.