Associate - Customer Services
Fidelity International
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Department Description

The Distributor and Shareholder Services department is the first point of contact for any Continental European clients investing in Fidelity Luxembourg UCITs fund range.

The role of the department is to provide support, guidance and to assist in resolving any queries that our clients may have.

The team work closely with Transfer Agency and other departments internally to resolve customer queries. Our vision is to build strong relationships and a superior and highly satisfied group of employees.

Purpose of your role

The role is extremely varied and involves managing very specific processes, as well as responding to a variety of different types of enquiries which may include :

  • Information on client accounts
  • Provision of fund static data
  • Handling of AML / KYC queries
  • Details in regards to ongoing commission / trailer fees,
  • Complaint handling
  • Resolution and prevention of problems
  • support for Fidelity’s online account management tool
  • Delivery of customer reporting
  • Your role is to ensure that all interactions with distributors and shareholders are handled in a timely manner with a quality of response that continually exceeds their expectations.

    You will require :

  • Excellent communication and organisational skills.
  • Strong attention to detail.
  • To work under your own initiative.
  • To be comfortable representing the Service Centre throughout Fidelity.
  • To retain an extremely high level of product and procedural competence.
  • To gain an in-depth knowledge of the markets / processes you will be responsible for.
  • To fully adhere to set procedures.
  • To ensure that all distributors consistently receive the highest level of customer service.
  • An intensive co-operation with your team leader and the relevant CRM(s).
  • Key Responsibilities

  • Take ownership of issues and ensure they are resolved in a timely manner
  • Remain highly motivated and focused towards achieving set individual, department and company goals.
  • Interact in a friendly and professional manner with both internal and external customers.
  • Actively support Fidelity’s Treating Customers Fairly framework, ensuring areas of concern are reported promptly to your team leader.
  • Develop a sound understanding of the industry
  • Develop and maintain an understanding of Fidelity Funds, procedures and systems, as well as an in-depth knowledge of service offering Liaise and develop strong relationships with your team leader to ensure agreed market goals and service standards are consistently delivered in line with existing policies and procedures.
  • Be the first point of contact for your relevant market or region
  • Share market knowledge experience and provide assistance on referred issues.
  • Show creativity in solving special issues and encourage continuous improvement.
  • Provide assistance / cover to team leader when necessary.
  • Provide constructive feedback to Management wherever possible to further improve existing services.
  • Specific Responsibilities

  • Strong emphasis on quality, transparency and good value.
  • Provide accurate and informative information / details to team leader whenever required.
  • Sponsor of success of the Market Specific Team and department.
  • Ensure proper escalation of critical issues to team leader / Management whenever required.
  • Experience and Qualifications Required

  • Good experience working within a financial environment (at least 2 years).
  • Understanding of the asset management industry and familiarity with the Wholesale / Institutional business.
  • Fluency in Italian and English; other languages are considered as an advantage.
  • Excellent communication and social skills - ability to communicate effectively at all levels.
  • Team player who can gain the support and commitment of peers and internal and external service partners.
  • A proactive approach with a willingness to learn.
  • Willingness to question processes with a view to improve service delivery.
  • Can do’ attitude reflected in pro-active problem resolution and follow-up.
  • Accuracy and attention to detail in all aspects of service delivery, documentation and reporting.
  • Demonstrate a high level of commitment and professionalism to the role.
  • Ability to work on own initiative and under pressure as a team.
  • Good organisational skills - ability to multi-task’.
  • Good knowledge in major MS Office Applications (Word and Excel).
  • Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally.

    As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term.

    Operating in more than 25 countries and with $739.9 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

    Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance.

    Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

    Our clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

    As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business.

    We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

    Data as at 31 March 2021.

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