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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 of queries using all 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 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.
Your Key Accountabilities
Quality - deliver excellent quality standards to our customers and advisers in all calls and letters.
Service levels - work with the wider team to ensure service levels are achieved for customer contact and returned items.
Productivity - meet or exceed productivity standards.
Ownership - Take responsibility for handling cases and escalating issues/concerns quickly where identified.
Development - develop and maintain thorough knowledge of systems, processes and procedures relating to department function.
Your skills and experience
Positive communicator with a friendly and professional manner.
Strong verbal and written communication skills.
Analytical and methodical approach to investigations and problem solving.
Excellent attention to detail and high levels of accuracy.
Possesses a good understanding of Fidelity's products, procedures and customer's needs.
Create and maintain a good knowledge of Fidelity's internal Operating systems.
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.
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.