Strategic Client Solutions Associate

Fidelity Canada; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

Fidelity Clearing Canada (FCC) is seeking a Strategic Account Associate to ensure best-in-class client service for our brokerage clients. The SAA collaborates with Service Delivery, Client Support, operations and product teams to resolve escalations and drive process improvements.

The role requires three years in client service or operations within financial services, a university degree, and strong Excel/Salesforce skills.

Qualifications

• 3 years of experience in a client service or operations role within the financial services industry.
• Solid understanding of brokerage industry and discretionary investment management industry.
• University Degree - Business, Commerce, Finance (Science or Engineering also acceptable with the relevant experience in Financial Services industry) or equivalent work experience.
• Canadian Securities Course is considered as an asset.

Responsibilities

• Oversee the management of smaller firms client relationships.
• Act as a primary contact for clients for complex problems, escalations, or need for exception handling.
• Ensure timely, accurate and efficient resolution of client issues. Act as a strong change agent and drive the client service experience.
• Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are achieved.
• Identify existing and potential client issues, recommend, and implement initiatives and /projects and work with the Sr. SAM as required.
• Provide valuable input to senior levels to improve client experience and enhance CES/NPS.
• Recognize training opportunities for the client, identify learning needs and knowledge gaps to share with the strategic account manager and internal partners.
• Identify opportunities for improvement that enhance product/process for all clients. Report on improvements delivered and value (time or cost savings, client experience improvement).
• Provide oversight of client custom work ordersand leverage data to delivery insights to management to support strategy development.

Skills

Client service

Communication

Analytical thinking

Multitasking

Team collaboration

Education

University degree

Canadian Securities Course (asset)

Tools

Excel

Salesforce reporting

Job description

Fidelity Clearing Canada (FCC) is seeking a Strategic Account Associate to ensure best-in-class client service for our brokerage clients. The SAA collaborates with Service Delivery, Client Support, operations and product teams to resolve escalations and drive process improvements.

The role requires three years in client service or operations within financial services, a university degree, and strong Excel/Salesforce skills.