Client Experience Associate, Investly

Please note:

• Current work authorization for Canada is required for all openings.

• This is a regular, full-time role.

• You will be working on a hybrid schedule as part of Fidelity’s dynamic working arrangement.

• The work location for this role is 483 Bay Street in Toronto until approx. 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

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.

Business Overview:

The Client Experience Associate, Investly, will partner with the Digital Product Development (DPD) team to directly support users and customers.

This role will be the first and primary contact person for all prospects and clients throughout the client lifecycle from the evaluation phase in which the goal is to help clients understand why the application matches their needs, to the onboarding phase to getting people up and running with the application, to being the primary source of information and troubleshooting for ongoing support in using the application. As a part of being the primary contact for users, this role will be responsible for supporting clients directly in accordance with our servicing processes and policies, and escalating issues to appropriate team members as set out in these policies.

What You Will Do:

Drive product adoption:

• Interact virtually (online) with users to address industry and product related questions to remove any barriers to having clients try the application
• To provide prospective clients with appropriate pre-approved content and messages to educate them on why the application might fit their needs
• To escalate issues during this early sales process to appropriate team members, as per our servicing processes and policies.

Support clients during onboarding

• To support the smooth onboarding of clients by identifying standard onboarding issues within the operating framework, and providing support, help and troubleshooting guidance

Providing technical & application support

• To be an expert in how devices (Android and iOS) work, and to be able to understand customer technology issues
• To be able to follow established FAQs and guide clients through debugging device and application-related issues
• Where application bugs are suspected, to log them for tracking by the software team

Drive product improvement by collecting user feedback

• Collect and identify qualitative product feedback from clients through directly interaction throughout the product cycle
• Be the advocate for the client in product planning discussions to ensure common pain points are address and typical negative outcomes pre-empted.

The Expertise You Bring:

• Curiosity and problem-solving skills to help meet client needs and build solutions
• Strong time-management and organizational skills
• Excellent oral and written communication skills, including active listening and relationship building
• The ability to remain positive and professional in high-pressure, challenging customer situations
• Deep proficiency in using diverse digital tools

What we are looking for:

• 3+ years of experience in financial services in back-office, sales or client support required
• Experience working metrics and data-driven organizations in client-facing roles required
• Nice to have experience in digital products
• University Degree or equivalent work experience required
• Being Bilingual in French is an asset
• Experience interacting with a custodial platform is an asset

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 $79,000 to $96,000, based on your experience and qualifications.

• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

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 will help you feel valued and supported as part of our team:

• Flexible working arrangements.

• 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, which include up to $5,000 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 two 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.

We use AI-enabled LinkedIn Hiring Assistant to support parts of our sourcing process. Every hiring decision is reviewed and finalized by our recruiters. If you choose to ask questions to the LinkedIn HR Hiring Assistant, please be mindful that the responses are not official and must be confirmed for accuracy and completeness by Fidelity. If you are selected for an interview, the recruiter who contacts you can best answer your questions.

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].

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
o Greater Toronto's Top Employers
o Canada's Top Family-Friendly Employers
o Canada's Top Employers for Young People
• Great Place To Work® Certified
o Best Workplaces for Inclusion
o Best Workplaces for Mental Wellness
o Best Workplaces for Today's Youth
o Best Workplaces for Women
o Best Workplaces in Financial Services & Insurance
o Best Workplaces in Ontario
o Best Workplaces with Most Trusted Executive Teams

• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
o HRD - 5-Star Benefit Program
o 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