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 customer and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range 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 academy 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 as part of the academy you will go on a journey - progressing through distinct stages which you can expect to complete in 12 months. In the first 'discover' stage you will be introduced to how to service our customers, within 'develop' you will move from providing basic information to start honing your skills taking the knowledge you have learnt and turning it into a great interaction. In 'deliver' 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 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. Following on from the academy, you will continue to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.
Your Key Accountabilities
Your skills and experience
Candidates for an Associate in Client Services will be expected to be able to demonstrate the following experience:
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.
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.