Current work authorization for Canada is required for all openings.
You will be working on a hybrid schedule as part of Fidelity's energetic working arrangement.
If you are in the Greater Toronto Area, the work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.
This role is available in Calgary as well.

Who Are We
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 recent 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.

Why Join the Client Experience Team?
Join a team that directly influences the experience of Fidelity's most valued advisor partners. As part of the Client Experience Team, you'll build trusted relationships, solve complex business challenges, and play a key role in shaping how clients experience Fidelity.

As a Client Experience Specialist, the primary focus of the role is being an operational expert, secondary relationship owner, case resolution specialist.

How You'll Make An Impact
The Client Experience Specialist is the secondary contact, supporting the Client Experience Managers, for the delivery of exceptional operational service to FIC’s critical clients within the Client Services Division.

The Client Experience Specialist maintains excellent relationships with Client Experience Managers and business/internal partners, ensuring services delivered across Client Services meet and exceed our high standards. The Client Experience Specialist will use their strong operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client inquiries or escalations.

This role offers the opportunity to develop deep operational expertise, strengthen relationship management capabilities, and prepare for future growth opportunities within the Client Experience Team.

Primary Responsibilities
Add value to the client experience by understanding what is important, recognizing what needs to be done and taking personal accountability for creating an effortless experience.
Respond to all client inquiries in the absence of the primary Client Experience Manager as the secondary point of contact and take full ownership from start to finish.
Assess inquiries and escalations according to internal and external policies and procedures,



and communicate escalations to Client Experience Manager, management, and impacted parties.
Upon request, attend advisor sales events or other client-facing meetings
Complete special projects, reports and campaigns as instructed
Partner with Sales Teams in the effort of influencing client loyalty
Collaborate across Fidelity teams to deliver timely solutions, remove barriers, and create seamless experiences for our clients
Serve as the voice of the client internally in interactions with key support groups across FIC to ensure that client expectations are surpassed
Accountable for promoting of current system and services offerings to the clients, and influencing to create new habits of adapting such recent system and service offerings
Accountable for contributing to the continuous improvement environment

Experience
Minimum of 18 months of related work experience in the mutual fund services industry
Experience with end-to-end customer relationship management is preferred
Minimum of 1-year experience in in-bound call inquiries is preferred
Minimum of 1-year experience in transaction and/or adjustment processing is preferred

Education
Completion of College Diplomaor equivalent experience as a minimum is required

Designations
Having IFIC or CSC will be considered an asset

The Expertise You Bring
Excellent relationship management skills - confirmed experience in building and handling relationships with customers, including in-person interactions
Excellent knowledge of policy, procedures, all transaction types and product offerings
Quick learner and ability to adapt to change
Excellent interpersonal and communication skills (verbal and written)
Ability to work well in a fast-paced environment
Strong organizational and product awareness
Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT

Total Rewards That Reflect Your Impact
We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

For this role, your total rewards include

Base Salary and discretionary Performance Bonus Total annual cash compensation (base salary plus target bonus) ranges from $60,000 to $76,000 based on experience and qualifications

We're proud to offer a compensation package that aligns with provincial pay transparency requirements .





This posting represents an existing vacancy within our organization—an opportunity to step into a role where your talents will make a meaningful difference.

Some of the ways we'll help you feel valued and supported as part of our team
Adaptable working arrangements - 100% remote, hybrid, and in office options
Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $6000 annually for mental health services and therapy
Parental leave top-up to 100% of your salary for a period of 25 weeks
Up to $650 for home office equipment
Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
Diversity and inclusion programs, including an active network of Employee Resource Groups
Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

We care a lot about fostering a compassionate, people-centric culture, and are proud to have been named one of Canada's Top 100 employers for the last five years.

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 [email protected].

Why Work at Fidelity?
We are proud to be recipients of the following
Awards
Canada's Top 100 Employers
Greater Toronto's Top Employers
Canada's Top Family-Friendly Employers
Canada's Top Employers for Young People
Great Place To Work Certified
Best Workplaces for Inclusion
Best Workplaces for Mental Wellness
Best Workplaces for Today's Youth
Best Workplaces for Women
Best Workplaces in Financial Services & Insurance
Best Workplaces in Ontario
Best Workplaces with Most Trusted Executive Teams
LinkedIn Top Companies in Canada
Human Resource Director (HRD) - Best Place To Work
HRD - 5-Star Benefit Program
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

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📌 Client Experience Specialist (Alberta)
🏢 Fidelity Canada
📍 Alberta