Operations Coordinator - Client Service Administration and Process Support - Toronto

Fitch Learning is a leader in financial services training. With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years’ experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance.
Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You'll collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry. By joining us, you'll be at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.

Fitch Learning is currently seeking an Operations Coordinator – Client Service Administration and Process Support based out of our Toronto office.

About the Team:
Working to an experienced Manager, the operations team supports client service administration, designation activity, exam operations, vendor coordination, customer service escalations and process support across multiple operational workstreams. This role will be dynamic, process and solutions driven on a positive, supportive and adaptable team. 

How You’ll Make an Impact:
•    Support reliable service delivery by managing responses and escalations from candidates regarding a variety of support on courses and license exams. 
•    Process and track designation applications, renewals, reinstatements, CE audit cases, fit-and-proper reviews, exception requests, refunds, forms and candidate record updates that require manual review and sound judgement.
•    Coordinate exam operations working with our exam delivery vendor on delivery, support and enquiries. 
•    Maintain accurate documentation, tracking and follow-up for escalations, invoices, vendor updates, audit activity, exception cases and recurring operational processes.
•    Identify repeatable manual tasks, process gaps and opportunities for automation, self-service, digitization and general process improvements. 

You May be a Good Fit if:
•    You have experience in operations coordination, client service administration, exam administration, education administration, regulatory program delivery or another high-volume administrative environment.
•    You are comfortable managing escalated complaints and able to understand complex rules that impact decisions and outcomes of cases. 
•    You have strong system skills, including experience with tools such as Salesforce, Zendesk, SharePoint, Microsoft office and Copilot, or similar case management and operational platforms.
•    You are bilingual and comfortable communicating professionally with candidates, clients and stakeholders in French and English.

What Would Make You Stand Out:
•    Experience working with licensure exam delivery and working in a regulatory environment
•    Experience coordinating with multiple vendors and internal teams to resolve operational issues, including exam delivery providers, finance, client service, compliance or regulatory stakeholders.
•    Strong comfort using AI tools such as Copilot, with the ability to verify AI-assisted outputs. 
•    Demonstrated ability to support a cross-trained team model, mentor others, collaborate effectively and work to service level requirements.
•    Some IT development and understanding of lean processes and platform/CRM build and management (code writing, system connecting and testing). 

Why Choose Fitch:
•    Hybrid Work Environment: 3 days per week in the office; 2 days remote
•    A Culture of Learning & Mobility: Dedicated training, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
•    Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
•    Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
•    Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
•    Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
•    Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community

FOR TORONTO ONLY: Expected base pay rates for the role will be between $45,000 CAD and $55,000 CAD per year. Actual salaries will be determined on an individualized basis and may vary based on factors including but not limited to education, training, experience, past performance, and other job-related factors. Base pay is one part of Fitch’s total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, long-term incentives, and other benefits sponsored by Fitch.

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