Spécialiste bilingue du Service Prestige / Client Experience Specialist Bilingual
Core
Secondary resource supporting bilingual consultants in delivering exceptional operational service to Fidelity's premier clients, handling escalated cases and coordinating operations.
Role type
Senior Client Experience Specialist (Financial Services)
Builds
Operational support and client resolution for Fidelity's premier investment portfolios
Domain
Canadian Financial Services / Mutual Funds
Deliverable
client delivery
Required skills
bilingual communication (French/English), end-to-end client relationship management, operational case coordination, policy and procedure adherence, internal stakeholder liaison, product knowledge
Preferred skills
IFIC or CCVM designation, full-cycle client relationship management experience, telephone inquiry handling, operational adjustments processing
Technologies
Salesforce, Microsoft Office, AXIS, NEXUS, XTRACK, ConX, ACE, AI, CHAT
Responsibilities
Respond to client inquiries as secondary resource when primary consultant is unavailable, evaluate and escalate complex cases per policy, coordinate operational activities and adjustments, collaborate with sales teams for client retention, act as internal client advocate, promote new systems and services, contribute to continuous improvement initiatives
Seniority
Mid-level, hands-on IC