Spécialiste bilingue du Service Prestige / Client Experience Specialist Bilingual

Role Overview

Key Responsibilities

• Understand client priorities, identify required actions, and deliver a simple and seamless client experience.
• Handle client enquiries and take full ownership of cases when the Prestige Service Consultant is absent.
• Assess requests and escalations under internal and external policies and communicate escalations to consultants, leadership, and stakeholders.
• Participate in advisor sales events and client meetings when requested; complete special projects, reports, and campaigns.
• Partner with sales and internal Fidelity teams to resolve obstacles, support retention, and provide timely client solutions.
• Represent the voice of the client, promote new systems and service offerings, and encourage their adoption.
• Contribute to continuous improvement and optimization of processes and services.

Experience and Education

• Minimum 18 months of relevant mutual fund experience.
• A post-secondary diploma or equivalent experience is required.
• French and English bilingualism, written and spoken, is required to review and process documents in both official languages.
• End-to-end client relationship management experience is an asset.
• At least one year of telephone enquiry handling and transaction or adjustment processing is preferred.

Expertise and Tools

• Strong client relationship management, interpersonal, and bilingual communication skills are required.
• Requires knowledge of policies, procedures, transaction types, products, and the organization.
• Must learn quickly, adapt to change, multitask, and work effectively in a fast-paced environment.
• Knowledge of Microsoft Office, Salesforce, internet, and relevant internal applications is required.
• IFIC or CSC designation is desirable.

Work Arrangement

• Hybrid schedule under Fidelity's dynamic working arrangement.
• Role is available in Toronto and Montreal.
• The Greater Toronto work location is 483 Bay Street, Toronto until approximately the end of 2026, then moves to 3 Robert Speck Parkway, Mississauga.

Compensation

• Annual total cash compensation, including base salary and target discretionary performance bonus, ranges from $60,000 to $76,000 based on experience and qualifications.

Selected Benefits

• Flexible work arrangements, competitive total compensation, group RRSP contributions, comprehensive health benefits, parental leave, home-office equipment support, and generous paid leave.
• Professional development includes access to training, tuition reimbursement, and reimbursement for mandatory professional designations.