Associate Level 1 - Client Services Associate Level 1 - Client Services …

Fidelity International
in Dublin, Leinster, Ireland
Permanent, Full time
Be the first to apply
Negotiable
Fidelity International
in Dublin, Leinster, Ireland
Permanent, Full time
Be the first to apply
Negotiable
Fidelity  International
As an associate within Client Services you will join our academy team in providing first line support to our customers, advisers and members.

What you'll do

As an associate within Client Services you will join our academy 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 work can include anything from basic information requests to complex queries and in our academy you will go on a journey - progressing through three distinct stages over the course of 12-18 months. In the first 'discover' stage you will provide basic support to our customers. Within 'develop' you will start to hone your skills taking the knowledge you have learnt and turning it into a great interaction. In 'deliver' you will become am 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 stage you are at in the academy, 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.

Your Key Accountabilities

  • Handle customer interactions through a range of channels (phone, email, 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.
  • 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 to drive revenue opportunities for the business.
  • Support the business by driving desired customer behaviours & digital solutions where possible
  • 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.

    Your skills and experience:

    Candidates for an Associate 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.
  • 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
  • Proactive team player with a desire to improve knowledge across the department
  • Ensure all inputting of information is accurate, good attention to detail.
Company Overview

Great minds, better together.

Fidelity International is an equal opportunities employer and is commited to a policy of treating all its employees and job applications equally.

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