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Fidelity has served HK ORSO schemes since 1988 and we extended our retirement product offerings to cover MPF in 2000. Today we are the largest provider of ORSO member choice defined contribution schemes in HK and among the top MPF providers by assets under management.
Hong Kong DC Relationship Management is responsible for maintaining relationship with institutional clients in Hong Kong which embrace both ORSO and MPF DC member choice clients while the Retirement Client Services Team is focused on providing phone and walk-in services to all Hong Kong DC clients.
Purpose of your role
To support the Fidelity Investor Hotlines and provide customer service enquiries and requests for our HKDC business in Hong Kong.
Your key accountabilities
Answer inbound calls
Place phone deals with the customers
Conduct outbound service calls
Bring customers' voices into the organisation
Handle client/customer correspondence
Handle issues relating to orders and "Not In Good Order" (NIGO) instructions
Assist in handling the team's administrative tasks (if required)
Service walk-in clients face to face if necessar
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 customer service focus
Ensure personal customer service key performance indicators are met
Monitor quality control and risk awareness
Resolve daily issues independently
Your skills and experience
University graduate in business, finance, economics or a related discipline
Excellent command of English, Cantonese and Mandarin
Ideally 2 years' experience in call centre, Banking or Fund Managemen
An understanding of the Hong Kong MPF and pension industry.
Registration with SFC and MPFA
Excellent communication skills both written and oral in English and Chinese (Cantonese and Mandarin).
Flexible & positive attitude to work
Customer 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 customer enquiries
Can conduct himself/herself in a professional fit and proper manner
Advocate Fidelity's values internally and externally