Customer Experience Representative (Contract)

Job summary

The Customer Experience Representative serves as the primary point of contact for stakeholders, providing support via phone, email, and video conferencing. Responsibilities include managing inquiries regarding certification, education programs, and processing applications while maintaining high service standards.

Job details

CUSTOMER EXPERIENCE REPRESENTATIVE 12-Month Full-Time Contract Position POSITION OVERVIEW 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 QAFP certification and CFP certification (including pathways, education, exams, certification, renewal, and reinstatement), FP Canada standards, policies, and procedures, and FP Canada Institute education programs and courses. By offering clear and comprehensive guidance, this role ensures a seamless experience for certificants, students, and other stakeholders. Reporting into the Manager, Customer Experience, this position includes opportunities to contribute to cross-departmental and organization-wide projects, supporting collaboration across FP Canada’s operations. These initiatives support the development of organizational knowledge and professional skills. 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 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. * Develop and maintain a strong working knowledge of FP Canada's systems and digital interfaces, mastering the end-to-end user experience in order to provide informed, actionable feedback to internal stakeholders that supports continuous improvement. * 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 current and potential certificants at critical points in their certification journey, guiding next steps and connecting them with available resources to support their continued professional development. REQUIRED QUALIFICATIONS The ideal candidate will have the following skills and experience: * Fluency in English (verbal and written). * A post-secondary education. * Proficiency in digital applications, including Windows, Microsoft Word, Excel, Outlook, and CRM systems. * At least a years' experience in a customer service, sales, or retail role. * 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. PREFERRED QUALIFICATIONS The following skills and experience are considered an asset and will enhance a candidate’s application: * 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. * Familiarity with CRM systems and practices. * Bilingualism in English and French is considered an asset. COMPETENCIES The ideal candidate will have the following skills and experience: * Ability to multi-task, prioritize, and manage time effectively. * 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 * Enthusiastic and self-motivated with a passion for sales and customer satisfaction. WORKING WITH FP CANADA 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 [https://fpcanada.ca/]. FP Canada employs over 80 people, and our office is located in downtown Toronto. This is a full-time contract position working 5 days per week, during core business hours, with some flexibility required. We offer a hybrid-work model, requiring at a minimum, two days a week (40%) on average, of employees’ time be spent in the office. We are committed to wellness and a healthy work environment for our employees. You will earn a competitive annual salary, paid vacation and personal days, and you will enjoy our comprehensive employee benefits, professional development opportunities, flexible work arrangements and regular social events. 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. 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 [careers@fpcanada.ca]. ADDITIONAL INFORMATION This posting is for an existing vacancy within our organization. SALARY Salary based on experience, ranging from $50,000 to $55,000. USE OF ARTIFICIAL INTELLIGENCE FP Canada uses AI‑enabled tools to support parts of the recruitment process, including screening and assessing applications. These tools help ensure consistency and efficiency in evaluating candidates; however, all final hiring decisions are made by human reviewers. If you have questions about how AI is used in our hiring process, please contact our Human Resources Department at careers@fpcanada.ca [careers@fpcanada.ca]. APPLICATION DETAILS Applications will be accepted until September 29, 2026. We wish to thank all applicants for their interest and advise that only those selected for an interview will be contacted.

What you’ll do

The Customer Experience Representative serves as the primary point of contact for stakeholders, providing support via phone, email, and video conferencing. Responsibilities include managing inquiries regarding certification, education programs, and processing applications while maintaining high service standards.

Requirements

Candidates must have a post-secondary education and at least one year of experience in customer service, sales, or retail. Proficiency in Microsoft Office applications and CRM systems, along with excellent verbal and written communication skills, is required.

Benefits

• Comprehensive employee benefits • Professional development opportunities • Flexible work arrangements • Paid vacation • Personal days • Regular social events

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Communication · Preferred
• CRM Systems · Preferred
• Data entry · Preferred
• Microsoft Word · Preferred
• Microsoft Outlook · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication
• Active listening
• Problem-solving
• Time management
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• CRM systems
• Phone etiquette
• Attention to detail
• Sales support
• Data entry
• Professionalism
• Sales Support
• Empathy
• Patience
• Composure
• Effective Communication
• Bilingual (French/English)
• Self-Motivation
• Goal Setting
• Active Listening
• Artificial Intelligence
• Customer Relationship Management
• Certified Financial Planner
• Customer Service
• Continuous Improvement Process
• English Language
• Sales
• Financial Planning
• Problem Solving
• Multitasking
• Operations
• Telephone Skills
• Time Management
• Upselling
• Video Conferencing
• Process Improvement
• Coordinating
• Prioritization
• Enthusiasm
• Detail Oriented

Job areas

• Customer Service & Support
• Finance & Accounting
• Education
• Administrative
• Customer Experience Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives