• 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. This includes the Voice of the Customer Program.

• 3 year post-secondary diploma
• 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 nice to have.
• Strong written and oral communication.
• Completion of Canadian Securities Course would be considered an asset.

• 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.
• Excellent verbal and written communication skills
• Team player- ability to foster and maintain strong working relationships and work cooperatively with others.

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