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Associate Level 1- Client Services

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Fidelity International

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Dublin
  • Quick Apply

AI generated summary

  • You should have strong customer service skills, reliable commuting ability, proactive teamwork, tech-savviness, active listening, and prior experience in a corporate customer service role.
  • You will interact with customers and IFAs via phone and email, resolving inquiries, explaining products, managing complaints, and escalating issues as needed to ensure customer satisfaction.

Requirements

  • Are you confident in your customer service skills?
  • Are you able to reliably commute to the office?
  • Strong telephone and interpersonal skills, with a willingness to learn new technologies?
  • Passionate about finding solutions for customers and contributing positively as a proactive team player?
  • Prior experience of working in a Customer Service industry - preferably within a corporate environment.
  • Strong telephone and verbal communication skills
  • Active listener
  • Passionate about delivering positive solutions for customers
  • Experience in using technology platforms to deliver a service and a willingness to learn new technologies.
  • Proactive team player with a desire to improve knowledge and contribute to positive team dynamics across the department

Responsibilities

  • Handle direct customers or Independent Financial Advisor (IFA’s) interactions through a range of channels, primarily phone and also email and letter - understanding their needs to provide the right solutions to them.
  • Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
  • Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
  • Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure.
  • Acknowledge and manage customer complaints, striving to achieve early resolution where possible.
  • Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.

FAQs

What is the job title for this position?

The job title is Associate Level 1 - Client Services.

Where is the job located?

The job is located in Dublin, Ireland.

What are the application deadlines for this position?

The application deadline is 31 March 2025.

What kind of training will be provided?

You will benefit from the first 12 weeks of supportive in-person and virtual training, including both classroom and practical experience.

What are the key responsibilities of this role?

Key responsibilities include handling customer interactions through various channels, resolving customer queries, explaining products and services, managing complaints, and escalating issues when necessary.

What qualifications are needed for this position?

Prior experience in customer service, strong telephone communication skills, active listening, a passion for delivering solutions, and experience using technology platforms are preferred.

Is there parking available at the Dublin office?

Yes, there is free underground car parking available at the Dublin office.

What opportunities for career advancement are there?

There are exciting career advancement possibilities available, with success rewarded by promotions and salary increases.

What type of company culture does Fidelity International promote?

Fidelity International promotes a collaborative company culture that values teamwork, knowledge sharing, and supporting one another to deliver outstanding customer experiences.

Will I have the chance to work with financial advisors in this role?

Yes, the role involves interacting with both direct customers and Independent Financial Advisors (IFAs) to address their needs.

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Fidelity International

Finance
Industry
5001-10,000
Employees
1969
Founded Year

Mission & Purpose

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.

Culture & Values

  • Integrity

    Do the right thing, every time and putting the client first

  • Trust

    Empower each other to take the initiative and make good decisions

  • Brave

    Challenge the status quo, being accountable and speaking up

  • Bold

    Act with conviction, encouraging diverse thinking and keeping things simple

  • Curious

    Learn to do new things in better ways and encouraging fresh thinking

  • Compassionate

    Have empathy, caring for colleagues, clients & community