Customer Experience Representative (Bilingual)

12-Month Full-Time Contract Position

Position Overview

The Customer Experience Representative (Bilingual) serves as the primary point of contact for all FP Canada stakeholders, providing top-quality customer service in English and French 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:

Required Qualifications 

The ideal candidate will have the following skills and experience:

Preferred Qualifications

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

Competencies

The ideal candidate will have the following skills and experience:

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.

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 [email protected].

additional information

This posting is for an existing vacancy within our organization.

Salary

Salary based on experience, ranging from $55,000 to $60,000.

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 [email protected].

Application Details

Applications will be accepted until July 3, 2026.

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