Job Description

Customer Experience Representative - Bilingual

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Full-time Permanent Position

Position Overview

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The Customer Experience Representative serves as the primary point of contact for all FP Canada stakeholders, providing top-quality customer service via phone and email. The successful candidate for this role will develop a deep understanding of FP Canada's policies and procedures to deliver accurate, thorough, and timely support. Responsibilities include responding to inquiries on certification pathways, the CFP exams and QAFP exams, CFP certification and QAFP certification, FP Canada Institute pre-certification education programs, certification renewal, and the FP Canada Institute Continuing Education programs. By offering clear and comprehensive guidance, this role ensures a seamless experience for certificants, students, and other stakeholders.


Reporting into the Manager, Certificant & Student Services, this position provides valuable opportunities to collaborate on cross-departmental and organization-wide projects, offering exposure to various aspects of FP Canada's operations. These experiences support professional growth and can serve as a pathway for career advancement within the organization.

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Key Responsibilities

In this role, you will:

Serve as the primary point of contact for FP Canada, representing the organization with professionalism and expertise. Respond to inquiries from a diverse range of stakeholders--including students, certificants, exam candidates, industry partners, and members of the Canadian public--by providing exceptional customer service through phone, email, and, from time to time, video conferencing. Foster a positive experience for certificants and students, maintaining strong satisfaction scores and ticket response times through effective communication and service excellence. Master and apply a broad knowledge of FP Canada's education, certification, and examination policies and procedures to oversee administration and ensure complete, timely, and accurate information. Facilitate the efficient and accurate processing and fulfillment of online applications for FP Canada examinations, certification, product orders, and FP Canada Institute offerings, including handling payments, refunds, and related transactions. Support a positive stakeholder experience by preparing and coordinating the assembly and timely delivery of Onboarding Kits, renewal packages, and other mailings as needed. Enhance team and organizational efficiency by engaging in team meetings and projects, contributing ideas for process improvements, collaborating on goal setting and achievement, and proactively sharing responsibilities. Assist team leads as needed, offering support during high workload periods and serving as backup when necessary. Proactively engage with potential certificants to encourage their continued path to certification and the profession, guiding next steps and available resources. ###

Required Qualifications

The ideal candidate will have the following skills and experience:

Fluency in both English and French (verbal and written) is required A post-secondary education. Proficiency in computer applications, including Windows, Microsoft Word, Excel, Outlook, and CRM systems. Ability to multi-task, prioritize, and manage time effectively. Excellent verbal and written communication skills with a keen attention to detail. Strong active listening skills and professional phone etiquette, with the ability to provide clear, accurate, and customer-focused support. At least a years' experience in a customer service, sales, or retail role is considered an asset. ###

Preferred Qualifications

The following skills and experience are considered an asset and will enhance a candidate's application:

Experience providing customer service in both official languages is considered an asset. Experience in certification, education, or high-stakes examinations is an asset. Background in customer service, sales support, or as a Client Service Representative. Experience in a sales-focused customer service environment with the ability to identify opportunities to upsell products and services. Strong problem-solving skills and the ability to think on your feet. Demonstrate/maintain empathy, patience, and composure while engaging with customers in challenging situations Familiarity with CRM systems and practices. Enthusiastic and self-motivated with a passion for sales and customer satisfaction. ###

Competencies

Efficiency & Effectiveness:

Produces high-quality, accurate work while managing multiple priorities and meeting deadlines. Continuously improves, seeks new challenges, and works independently.

Teamwork & Service Orientation:

Collaborates with stakeholders, demonstrates empathy and respect, and upholds organizational values. Anticipates and meets others' needs while driving improvements.

Communication Skills:

Clearly conveys information in speech and writing, maintains confidentiality, actively listens, and responds professionally.

Critical Thinking:

Analyzes options, considers impacts, and seeks input to make informed recommendations and decisions.

About FP Canada

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Established in 1995, FP Canada is a national not-for-profit education, certification and professional oversight organization working in the public interest. FP Canada is dedicated to championing better financial wellness for all Canadians by leading the advancement of professional financial planning in Canada. Learn more at FPCanada.ca.

Working with FP Canada

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We're FP Canada, a team of passionate and progressive professionals. FP Canada employs over 55 people, and our office is located in downtown Toronto. This is a full-time permanent position working 5 days per week, during core business hours, with some flexibility required. We offer a hybrid-work model, requiring at a minimum, (40%) two days a week on average, of employees' time be spent in the office.


We are service-oriented, principled, and driven to make a societal impact, and we strive for and demand excellence, integrity, and respect from each other as well as our external stakeholders. We value collaboration and flexibility and together have created a collegial and positive work environment.

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Our Commitment to Inclusion and Diversity

FP Canada values inclusion and diversity, and different perspectives and experiences; and we are committed to working towards an inclusive and diverse organization, reflective of Canada's population. We encourage candidates who identify in traditionally underrepresented communities (women, racialized persons, indigenous persons, LGBTQ2S+ and persons with disabilities) to apply.

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Our Commitment to Accessibility

FP Canada is committed to ensuring equal access and participation for people with disabilities in accordance with the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). FP Canada will provide accommodation on request throughout the recruitment, selection and/or assessment process for applicants with disabilities. If you require accommodation, please inform our Human Resources Department at careers@fpcanada.ca.

Salary

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$55,000 - $60,000 depending on experience.

How to apply

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Applications will be accepted until Friday November 14, 2025. If you have any questions, please send an email to careers@fpcanada.ca.


We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.