Strategic Account Associate
| Company | Fidelity Investments |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level |
Requirements
- 3 years of experience in a client service or operations role within the financial services industry, preferably in the brokerage industry.
- Solid understanding of brokerage industry and discretionary investment management industry.
- University Degree – Business, Commerce, Finance (Science or Engineering also acceptable with the relevant experience in Financial Services industry) or equivalent work experience.
- Canadian Securities Course is considered as an asset.
- Bilingualism (English/French) is considered as an asset.
Responsibilities
- Oversee the management of smaller firms client relationships.
- Act as a primary point of contact for clients when it comes to complex problems, escalations, or need for exception handling. Ensure timely, accurate and efficient resolution of client issues.
- Act as a strong change agent and drive the client service experience. Act as the internal liaison/advocate for clients in interactions with key support groups across FCC to ensure that client expectations are achieved.
- Identify existing and potential client issues, recommend, and implement initiatives and /projects and work with the Sr. SAM as required. Provide valuable input to senior levels to improve client experience and enhance CES/NPS.
- Recognize training opportunities for the client, identify learning needs and knowledge gaps to share with the strategic account manager and internal partners.
- Identify opportunities for improvement that enhance product/process for all clients.
- Report on improvements delivered and value (time or cost savings, client experience improvement).
- Provide oversight of client custom work orders and leverage data to delivery insights to management to support strategy development.
- Ensure clients receive the appropriate levels of service.
- Works closely with all FCC departments to review and discuss client needs, understanding the issues and challenges from both the internal department and client perspective.
Preferred Qualifications
- Organized self-starter, with a customer service focus and ability to manage multiple complex tasks.
- A curious, creative, and highly motivated results producer. Able to deliver against business objectives and service standards.
- Ability to build credibility and rapport with clients quickly.
- 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 prioritize tasks based on clients’ needs and make decisions.
- Strong negotiation and partnership skills, with the ability to navigate difficult situations.
- Excellent verbal and written communication skills – ability to write effectively, both in person and over the phone/email.
- Strong knowledge of FCC Operations.
- Excellent computer skills including proficiency in Office – Excel and Salesforce reporting.
- Ability to learn and teach on systems and products quickly and gain an understanding of FCC’s product offerings.
- Flexibility in working with multiple clients; professional, friendly, calm demeanor.
- Ability to represent FCC with a superior level of courtesy and professionalism.