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Associate Level 1 - Client Services

Employer
Fidelity International
Location
Kingswood, United Kingdom
Salary
Competitive
Closing date
7 Dec 2023

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Job Details

About the Opportunity
Job Type: Permanent

Application Deadline: 07 December 2023

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.

Department overview

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.

What you'll do

As an associate within Client Services you will join our team in providing first line support to our 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 in the future, the majority of which are received through incoming calls. The work can include anything from basic information requests to complex queries and once you have joined you will go on a journey - progressing through our competency-based framework. You will start off by learning how to service our customers, quickly moving to taking incoming calls providing basic information to start honing your skills taking the knowledge you have learnt and turning it into a great interaction. As you progress you will become an ambassador for the business - learning how to promote our services to support the business. Throughout this time you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises. Regardless of which team or where you have reached within our competency framework, you are expected to make every customer interaction with us feel well spent, ensuring the customer takes away new knowledge to help them next time. You will be encouraged and supported to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.

Your key accountabilities
  • Handle customer interactions through a range of channels, primarily phone and also email and letter - 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.
  • Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
  • Maintain relevant quality standards, always validating the query and required response to avoid breaches and errors
  • Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure
  • Acknowledge and manage customer complaints, striving to achieve early resolution where possible.
  • Adherence to the escalated complaints process ensuring all necessary information is furnished on the required templates to support further investigation
  • Accurately record details of interactions to help drive analysis on contact drivers and opportunities for improvement
  • Ensure performance is in line with agreed goals and targets, such as call quality, resolution rate, average handling time and customer feedback scores, whilst progressing through the competency framework.
  • Take personal responsibility for attendance, punctuality and ensure adherence to agreed protocols in notification of absence.
  • Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.
  • Maintain training and competency records in line with the regulatory requirements of the role.
  • Complete mandatory e-learning when required within agreed timelines.
  • Promote the Fidelity brand to drive revenue opportunities for the business.
  • Actively use information on knowledge repository systems to support query management, highlighting any gaps to aid content management and updates.
  • Personal ownership of own development, using personal development time effectively, evidencing learnings during scheduled times.
  • Maintain professional working relationships with colleagues in Client Services and other departments in Fidelity.
  • Proactive team player with a desire to improve knowledge and positive team dynamics across the department
  • Support the buddying of colleagues to aid onboarding and development of their knowledge.

Your skills and experience

Candidates for an Associate in Client Services will be expected to be able to demonstrate the following experience:
  • Prior experience of working in a Customer Service environment - preferably within a corporate environment.
  • Experience of working in a regulated environment preferred.
  • Strong telephone and verbal communication skills along with active listening skills
  • Effective communication skills, 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, in a fast-paced environment, taking ownership for effective resolution of customer queries.
  • 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. 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.

Company

Looking after you and your future

Here at Fidelity International, we care about people. You’ll have the freedom to take control of your career while we support your development in an environment surrounded by smart, passionate people. Simply because we believe that growth is key for long-term success. That’s why we provide regular training, mentoring and networking opportunities across the business - to support you and hone your skills as you progress within your current role and beyond. Our end goal is to help one another achieve the best personal and business outcomes.

We invest in you

Helping our people develop is at the core of our business. We believe that everyone should have the freedom to move in a direction that feels right for them. Career development isn’t a simple training course, or a qualification – it’s about satisfying curiosity and every individual’s goals, both professional and personal. We constantly look for new ways to help our people enjoy a fulfilling and long-term career at Fidelity.

What we have to offer

Depending on your location and job role, we offer benefits that are flexible and adaptable to your life stages, career and family circumstances. The benefits are designed to benefit both you and your family with support for physical, financial and emotional wellbeing.

Healthcare, medical checks and helplines - benefits to support mental and physical well-being for you and your family

Pensions, savings and discounts - retirement and savings that provide for your future

Life cover, company sick pay and family leave - financial protection that offers piece of mind should the unexpected occur

Our differences make us stronger

If you work here, you’ll find that we care deeply about creating a supportive place where all our people feel valued and free to be themselves. For us, commitment to Diversity and Inclusion is not only right, it’s critical for a healthy culture and leads to better business outcomes. That’s why we have an environment where all our differences are welcomed and celebrated.

Over the years, we have made huge progress on Diversity and Inclusion. But we are dedicated to improving and will continue to progress on creating an environment that reflects the full diversity of the communities where we work, and on making sure that all our people feel they belong.

Our strategy

We have set three company-wide priorities for our global Diversity and Inclusion strategy:

Diversity - Increase the diversity of people at all levels of our organisation

Inclusivity - Strengthen our inclusive culture where everyone’s voice is heard

Reputation - Enhance our presence with clients and communities as an inclusive company

How we encourage inclusion and diversity

At Fidelity, we value and respect all the differences that make us who we are, including: age, cultural background, ethnicity and race; disability and mental health, gender, gender identity and expression, sexual orientation, and social background. Our activities focus on these global priorities:

Cultural diversity

With 46 offices across 27 countries, we have a wonderfully diverse community and have respect for different cultures, nationalities, ethnicities and beliefs.

Enable

We are committed to improving accessibility and enablement for our employees with different abilities and health conditions.

Gender

We are dedicated to achieving a greater gender balance and narrowing the gender pay gap.

LGBT+

We embrace our LGBT+ employees and communities, and support people to express their sexual orientation and gender identity at work.

Fidelity for Everyone

Each of our regions has a Fidelity for Everyone network which aims to involve our people in supporting and strengthening inclusion and diversity through speaker events and activities. We also host networking events and provide opportunities for people to let us know how we can improve.

Here’s how we support and encourage accessibility and enablement:

  • Signatory of The Valuable 500 to make disability a business leadership issue
  • Enable disabled employees and job candidates to perform to the best of their ability through making reasonable adjustments
  • Our Mental Health Champions promote an open culture around mental health
  • Celebrate business success stories of our disabled role models
  • Uphold best practice digital accessibility standards for employees and customers

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