Address
Form of workJob Type: Permanent Application Deadline: 17 April 2024
Job Description
Title: Associate
Department: Client Services
Location: Dublin / UK
Reports To: Team Lead
About Fidelity International
We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So join our Client Services team and feel proud of the work you’re part of.
About your team
Customer expectations are growing all the time. Client Services make sure these are met. They provide invaluable support to clients and colleagues – building strong and trusting relationships with both.
About your role
A vital source of first-line support, you’ll help our clients manage their investments and save for the futures they want, mostly through incoming calls. As part of our academy, you’ll learn and grow every day – gaining the skills and knowledge you need to:
- Handle and resolve a wide range of issues from an equally wide range of clients – and colleagues too
- Answer enquiries, process requests and manage or escalate any complaints
- Make every phone call, email and letter a positive and helpful experience
- Explain our products and services, while making sure our clients can get the best out of our tools
- Quickly and efficiently escalate risk, potential fraud, or vulnerable customer situations, ensuring escalation to the appropriate person
- Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
- Ensure performance is in line with agreed goals and targets, such as maintaining call quality standards, resolving the query correctly on the initial interaction
About you
Eager to grow your knowledge and your career, you’ll fit right in.
You’ll succeed because you:
- Have solid experience in a customer service environment – ideally finance-related
- Enjoy speaking to and engaging with people
- As you will mostly be handling incoming calls, you know how to build rapport and communicate with all kinds
of people
- Have excellent problem-solving skills and a good attention to detail
- Be a proactive and positive team player with a desire to improve knowledge across the department
- Take personal ownership of your own development, using dedicated personal development time effectively
- Have the resilience to deal with challenging situations
- Have the flexibility to support other teams based on the business needs
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.
Or, if you’re feeling inspired, start your journey with us right now.
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.
