Consultant bilingue – Service Prestige / Client Experience Manager Bilingual
| Company | Fidelity Investments |
|---|---|
| Location | Montreal, QC, Canada, Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- More than 3 years related work experience in the mutual fund or financial services industry (required)
- Minimum of 2 years’ experience in in-bound call inquiries (required)
- Minimum of 1 year experience in transaction and/or adjustment processing (required)
- 3-year College degree or equivalent experience
- Bilingualism in French and English (written & verbal) is required
Responsibilities
- Establish, build and maintain relationships with their advisors and key members of their offices and act as the first point of contact for any of their operational inquiries and escalations.
- Take full ownership of inquiries and escalations to ensure resolution according to Fidelity’s policies and procedures.
- Coordinate, manage and document all operational activities of assigned clients and act as the expert on operational policies and procedures within FIC.
- Coordinate with Advisor Sales and other internal partners to positively influence client’s loyalty, sales results and case resolution.
- Become an agent of change.
- Promote and support new systems and services offerings.
- Act as the expert on how each advisor’s team run their operations.
- Organize service review discussions with clients and develop and execute action plans to address issues.
- Act as the expert on FIC operational policies and procedures with advisors’ offices on how to process business.
- Act as the internal liaison/advocate for clients in interactions with key support groups across FIC to ensure client expectations are surpassed, to maximize the relationship and promote the FIC brand.
Preferred Qualifications
- Experience with end-to-end customer relationship management is preferred
- IFIC or CSC is preferred