Service Delivery Representative

Fidelity Canada; Toronto; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

Fidelity Canada is seeking a Service Delivery Representative to be the first point of contact for clients, handling various inquiries and ensuring high-quality service. This contract role offers a flexible hybrid schedule, allowing you to play a key part in delivering excellence within the financial services industry.

Benefits

Flexible work schedule

Inclusive work environment

Qualifications

• 2+ years' experience in client service or operations role within financial services.
• Successful track record in establishing exceptional client service.
• Bilingualism in English/French is an asset.

Responsibilities

• Act as the central point of contact for IB & PM clients for service-related issues.
• Manage client inquiries/requests and escalate issues accordingly.
• Process defined transactions and maintain knowledge base.

Skills

Client service

Communication

Problem solving

Attention to detail

Analytical skills

Education

3-year post-secondary diploma

Tools

Salesforce

Microsoft Excel

Microsoft Word

Job description

Job Description

Service Delivery Representative

Please note:

• Current work authorization for Canada is required for all openings.
• This is a secondment/contract opportunity until January 29, 2027.
• You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

About Us:

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:

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.

How You’ll Make an Impact:

• 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:

• 3- year post-secondary diploma or equivalent work experience.
• 2+ years' experience working in a client service or operations role within the financial services industry, preferably in the brokerage industry.
• 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.
• Bilingualism in English/French 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 communication 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.

Internal applicants should submit their application by 6:59 PM on June 5, 2025

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 [e-mail] .

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
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 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