- Active communication with clients and advisors via phone, email, letter and FIL's online secure messaging service
- Adherence to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure
- Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
- Processing financial or non-fianncial instructions
- Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person
- Proactive approach to problem solving and service improvement
- Should be able to drive innovation in the team
- Work towards achieving the relevant competency model for the role
- Flexible to handle any ad-hoc business requirements
- Prior experience of working in a Customer Services/Operations environment
- Experience of working in a regulated environment
- Ability to communicate effectively, verbally or in writing, flexing approach to provide a service tailored to the customer
- Active listener
- Passionate about delivering positive solutions for customers
- Proactive approach to finding information and offering improvement for others
- Ability to work under pressure
- Proactive team player with a desire to improve knowledge across the department
- Ensure all inputting of information is accurate, good attention to detail
- Have passed or will be willing to study for the IOC 1 exam to ensure individual competency aligns with the MiFID II K&C regulations
Senior Associate - Gurugram, India - FRI FIL India Business and Research Services Private Limited
Found in: Talent IN C2 - 1 week ago
Description
Description
Title Senior Associate - Operations Outreach Team
Department Retail Operations
Location Gurgaon, India
Reports To Assistant Manager
Level Grade 2
We're proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our Operations Outreach Team and feel like you're part of something bigger.
About your team
The Operations Outreach Team is a new team within Retail Operations, created in 2024, and built to provide outbound customer contact support.
The focus of this team is to deliver a seamless, joined up experience between Fidelity and our customers to ensure timely responses to queries, and to allow for the smooth processing of a Fidelity customer's financial or non-financial instruction.
The team will perform varied tasks including but not limited to, providing basic information requests, resolving complex queries, processing instructions, and communicating outcomes to our customers through the most appropriate channel.
About your role
This is an exciting opportunity to be part of a new team as it looks to build out and embed it's new structure.
The role involves ensuring customer (both internal FIL staff and external FIL investors) queries and instructions are dealt with accurately and in a timely manner. The role operates within the 'business as usual' operating processes and procedures across all products within Global Platform Solutions. The role requires the individual to liaise with various teams across locations to ensure work is completed on time and any potential issues are escalated in a timely manner to the appropriate level of management. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently depending on thier tenure and experience within and outside the team. The individual should demonstrate a high level of commitment to our customers and constantly aim to improve the service being provided to them by adhering to and showcasing the Fidelity values.
The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working.
About you
Key Responsibilities:
Essential skills required for the role:
K&C Captured Role: Yes
Feel rewarded
For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.