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Customer Services & Support
Fidelity International Hiring for Client Services Associate at Kingswood, AB Full Time
About the Opportunity
Job Type: Permanent
Application Deadline: 29 November 2022
Job Description
Title: Associate
Department: Client Services
Location: Dublin / UK
Reports To: Team Lead
About Fidelity International
We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together – and supporting each other – all over the world. So, join our Client Services team and feel like you’re part of something bigger.
About your team
Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customers and advisers when they want it, however they want it. Our role is to provide our customers and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.
About your role
As an associate within a specialist team you will join us in providing first line support to our most valued customers, advisers and members. The focus of the team is to help our customers manage their investments with ease, providing knowledge and guidance to help support them. You will play a role in supporting other areas of the business, such as the Relationship Management Teams to form a value add service for this set of customers. The work you do can include anything from basic information requests to complex queries but you will be expected to own resolution of each contact through to completion. Within this team you will go on a journey – progressing through a series of competencies to become an expert in customer service and the business segment that you support. You will learn to handle contact across a range of incoming communication methods (phone, written and email communication) but also support outbound communications ranging from value add project calls to transactional query resolution. Regardless of which stage you are at in your path, you are expected to make every customer interaction with us feel well spent, using the interaction to build relationships and forge trust in us and our service.
Alongside this, you will be expected to drive improvements within the team – firstly by sharing your knowledge and expertise to help others but also by inputting into departmental goals and initiatives that add value to the team and wider department.
Your Key Accountabilities
- Handle customer interactions through a range of channels (phone, email, letter, internal) – understanding the customer & their needs to provide the right solutions to them.
- Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
- Actively use information available to gather answers for enquiries, providing feedback on gaps to improve sources for other associates.
- Perform administration tasks on behalf of the customer (transaction requests, account amendments).
- Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
- Promote the Fidelity brand and our value added services to drive revenue opportunities for the business.
- Support the business teams managing these important relationships by sharing knowledge & expertise and taking forward issues requiring customer servicing.
- Acknowledge and manage a customer complaint to a quick resolution where appropriate or escalate when necessary.
- Accurately capture details of interactions to help drive analysis on contact drivers & opportunities for improvement.
- Ensure escalation of issues to the appropriate person in the team e.g. those with a regulatory or financial risk
- Maintain professional working relationships with colleagues in Client Services and other departments in FIL.
- Provide guidance to other associates to create a team environment where knowledge and expertise are shared.
About you
Candidates for an Associate Client Services within our specialist team will be expected to be able to demonstrate the following experience:
- Prior experience of working in a Customer Service environment.
- Experience of working in a regulated environment preferred
- Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer.
- Proactive approach to finding information and offering improvement for others.
- Ability to work under pressure.
- Time management and the ability to handle multiple contacts at the same time.
- Proactive team player with a desire to improve knowledge across the department.
- Ensure all inputting of information is accurate, good attention to detail.
Regulatory obligations
It is a regulatory requirement that you complete a professional qualification within 4 years of your start date and that you continue to maintain the regulatory knowledge and competencies for your role. The qualification is IOC1 and you can view the syllabus using the following link https://www.cisi.org/cisiweb2/cisi-website/study-with-us/operations/ioc. The company will provide the relevant support to assist in the achievement of the qualification.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.