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Client Support Manager

Fidelity Investments

This is a Part-time position in Ottawa, ON posted November 23, 2021.

Job Description What We Do Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market.

We provide trade execution, clearing, custody and back-office support services to Canadian-based brokerage firms and the Canadian brokerage arms of U.S.-based firms.

For more information about Fidelity Clearing Canada, please visit https://clearingcanada.fidelity.com/ What You Will Do: The Client Support Manager has a thorough understanding of FCC’s product suite and system set-ups/challenges, allowing them to use their skills and knowledge to support our clients (Introducing Broker and Portfolio Manager clients) of FCC.

Their use of the tools provided to them and ability to execute solutions to meet client expectations is critical to success in this role.

They are responsible for resolving incidents and triaging where required.

Research and resolve customer issues relating to Product offerings including mission critical support requests and application defects.

Analyze issues and recommend solutions.

Perform advanced troubleshooting in a multi-channel environment (phone, email etc.) to solve escalated customer issues, and to help raise the bar of our front
– line support team Provide support and training where deemed necessary on FCC applications offered to clients.

Completes technical support system requests for clients such as technical issues and specific customization to the client.

Handle escalated support issues (problem/issue triage, management, and escalation) with strong decision making capabilities on recognizing the impact and when to escalate to the next level, ensuring clear and effective communication throughout the cycle of support; providing end-user assistance where required until the issue has been resolved.

Translate new product information into customer-facing support content, ensuring existing content is maintained and is up-to-date.

What We’re Looking For: 3 years’ experience in service or operations support roles in financial services industry, preferably within the brokerage/carrying/custodian industry Completion of 3-year post-secondary education Broadridge (Dataphile experience) is an asset Completion of Canadian Securities Course (CSC) is an asset Expertise You Bring: Ability to analyze and synthesize information to identify and understand issues and solutions; strong attention to detail Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Ability to learn quickly and effectively prioritize tasks based on clients’ needs, strong customer service focus 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 (Systems) Excellent verbal and written communication skills
– Ability to write effectively, both in person and over the phone/email.

Team player
– ability to foster and maintain strong working relationships and work cooperatively with others Current work authorization for Canada is required for all openings.

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 FidelityCanadaStaffingfidelity.ca .

No telephone inquiries or agencies please.

We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

We are proud to be recipients of the following: Awards Canada’s Top 100 Employers (5th consecutive year) 2021 Greater Toronto’s Top Employers (9th consecutive year) 2021 Canada’s Top Family Friendly Employer (4th consecutive year) 2021 Imagine Canada, Caring Company Canada’s Top Employer For Young People 2021 National HR Awards
– Best Corporate Social Responsibility Program Award, Venngo Healthy Workplaces Award Workplace Benefits Awards
– Health and Wellness Program Canadian Compassionate Companies Award Designations A Canadian Compassionate Company An Imagine Canada Caring Company