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.

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

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 withClient 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 robust operational knowledge to coordinate the delivery of services, and to quickly and effectively address all client inquiries or escalations. 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. Complete special projects, reports and campaigns as instructed. 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 new system and services offerings to the clients, and influencing to create new habits of adapting such new system and service offerings. Accountable for contributing to the continuous improvement environment.

Minimum of 18 months of related work experience in the mutual fund services industry.

Experience with end-to-end customer relationship management is preferred. Having IFIC or CSC will be considered an asset. 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. Knowledge and experience with MS Office Suite, Salesforce, internet and relevant in-house recordkeeping applications as well as AI and CHAT. We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process.

That’s why we offer a competitive compensation package designed to support your success today—and your financial well-being tomorrow.

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. This posting represents an existing vacancy within our organization—an chance 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: Flexible working arrangements - 100% remote, hybrid, and in office options.

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.

Equal Opportunity & Inclusion 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.

Fidelity

Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. No telephone inquiries or agencies please.

Canada's Top Employers for Young People Best Workplaces for Inclusion Best Workplaces for Today's Youth Best Workplaces for Women Best Workplaces in Financial Services & Insurance HRD - 5-Star Diversity & Inclusion Employer Designations TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here.

The Search

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Fidelity

Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process. Click for a detailed data protection and privacy statement. #

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