Senior Associate - Operations Outreach Team
Senior Associate - Operations Outreach Team
Locations: Kingswood Fields Office
Time Type: Full time
Posted On: 2 days ago
Time Left to Apply: 14 March 2025
Job Requisition ID: J54789
About the Opportunity
Job Type: Fixed Term Contractor
Contract Duration: 11 months
Title: FTC - Senior Associate - Operations Outreach Team
Department: Operations Outreach Team - Client Account Management
Location: Kingswood, UK
Reports To: Assistant Manager
Level: Grade 2
We’re proud to have been helping our clients build better financial futures for over 50 years. Join our Operations Outreach Team and feel part of something bigger.
About Your Team
The Operations Outreach Team is a new team within the Client Account Management Capability, created in 2024, to provide outbound customer contact support. The focus is to deliver a seamless experience between Fidelity and our customers, ensuring timely responses to queries and smooth processing of customer instructions.
About Your Role
This is an exciting opportunity to be part of a new team as it builds and embeds its structure. The role involves ensuring customer queries and instructions are dealt with accurately and in a timely manner, operating within the established processes and procedures across all products within Global Platform Solutions. The individual will liaise with various teams to ensure work is completed on time and escalate potential issues to management. Additionally, the individual will manage daily work and take on additional tasks based on their experience.
About You
Key Responsibilities:
* Active communication with clients and advisors via phone, email, letter, and FIL’s online secure messaging service
* Adherence to the call process ensuring best practices in call introduction, query identification, resolution, and closure
* Ownership of customer interactions to ensure satisfaction
* Processing financial or non-financial instructions
* Escalation of risk, potential fraud, or vulnerable customer situations
* Proactive problem solving and service improvement
* Driving innovation in the team
* Working towards achieving the relevant competency model for the role
* Flexibility to handle ad-hoc business requirements
Essential Skills Required:
* Prior experience in a Customer Services/Operations environment
* Experience in a regulated environment
* Effective communication skills, both verbal and written
* Active listening skills
* Passion for delivering positive solutions for customers
* Proactive approach to finding information and offering improvements
* Ability to work under pressure
* Team player with a desire to improve knowledge across the department
* Attention to detail in information inputting
* Willingness to study for the IOC 1 exam to align with MiFID II K&C regulations
K&C Captured Role: Yes
Feel Rewarded
We offer a comprehensive benefits package, value your wellbeing, support your development, and strive for flexible working arrangements. For more about our work and how you could build your future here, visit careers.fidelityinternational.com.
As an international financial services organisation, we are in-scope of international regulations. This position is involved in work regulated by the FCA and/or the PRA. We provide training on COCON and its effects on our employees. More information can be found in the Employment Handbook.
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