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Personal Investing Client Services Specialist/ Officer
June 7, 2018
Fidelity's Personal Investing (PI) business offers a comprehensive fund range which allows for flexibility, diversification and investor choice. This is supported by a robust funds platform service offering to individual investors, who may select funds from the best asset management firms including Fidelity. The fund range continues to expand with new third party providers. Additionally, new services will build a 'one-stop shop' for financial services. This includes a guidance model to help clients make better investment decisions and a technology platform to provide tools and investment commentary for informed decision making.
Through the Personal Investing Client Services team (PICS), Fidelity offers quality client services to qualified or potential mass affluent individual investors and qualified pension cross-over members on over 300+ in-house Fidelity and 3rd party funds via the FundsNetworkTM. Our clients are currently based in Hong Kong and Taiwan. In addition, PICS provided support to client on managing their account and access investment information / tools via phone, Online and Mobile.
Purpose of your role
To support the Fidelity hotlines and provide client service enquiries and requests for our Personal Investing business in Hong Kong.
· Answer inbound calls · Place phone deals with the clients · Conduct outbound service calls · Bring clients' voices into the organisation · Handle client correspondence · Handle issues relating to orders and "Not In Good Order" (NIGO) instructions · Service walk-in clients face to face if necessary · Provide dedicated account servicing to a book of Wealth clients · Perform User Acceptance Test / Healthcheck for system / applications upgrades · Assist in ad-hoc projects / new initiatives · Other duties assigned by the line managers · Ability to work on multiple tasks/priorities with a strong client service focus · Ensure personal client service key performance indicators are met · Monitor quality control and risk awareness · Resolve daily issues independently
Experience and Qualifications Required
· University graduate in business, finance, economics or a related discipline · Excellent command of English, Cantonese and Mandarin · Excellent communication skills both written and oral in English and Chinese (Cantonese and Mandarin). · 4 years+ working experience in call centre, Banking or Fund Management · Registration with SFC and MPFA · Flexible & positive attitude to work · Client focused & service oriented · Be a strong, positive team player interested in developing oneself and others · Strong interpersonal and negotiation skills · Strong problem solving skills in handling client enquiries · Can conduct himself/herself in a professional fit and proper manner · Advocate Fidelity's values internally and externally · Candidate with less experience will be considered as Personal Investing Client Services Officer