Client Services Associate

2 weeks ago


Isle of Wight, United Kingdom Fidelity International Full time

About the Opportunity

**Job Type**: Fixed Term Contractor

Contract duration : 12 months.

Application Deadline: 20 February 2023

**Job Description**:
Title Associate - Transaction Resolution Team

Department Client Services

Location Isle of Wight

Reports To Team Lead

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 SIPP Re-Reg and Transfers] team and feel like you’re part of something bigger.

About your team

The team is responsible for contacting PI and FAS client to rectify their instructions to transfer their investments held within their ISA/GIA/SIPPpensions platforms and schemes into Fidelity.

About your role

As an associate in the Transaction Resolutions Team (TRT) you will be able to quickly and efficiently review, and where possible resolve, unclear instructions received from customers or advisers. The work comes from one of the many Operational teams via our internal workflow management system, XTRAC. The team review the customer instruction and undertake initial investigations to see if they can resolve the query internally through use of existing information, or using their detailed process/procedural knowledge and experience. Where a query cannot be resolved internally, the team will try to contact the customer/adviser, usually by telephone. Should telephone contact not be successful, contact will be made in writing and may include return of the customer instruction. When writing to customers, letter templates are often available; however there will also be a requirement to create your own letters.

You will ensure that all interactions with the customer are handled in a timely manner and with a quality of response that fully meets or exceeds the customers’ expectations. Every contact with a customer should be seen as an opportunity to meet our goal of acquiring new business and retaining existing assets.

About you
- Positive communicator with a friendly and professional manner.
- Strong verbal and written communication skills.
- Demonstrates professional working relationships with other departments or colleagues in a working environment.
- Has a knowledge of compliance and data protection requirements.
- Ability to remain highly motivated and focused towards the key accountability measurements.
- Able to work under time and volume pressures.
- Able to take ownership of individual issues and ensure they are resolved to the satisfaction of the customer and Fidelity

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