About the Opportunity

Title: Bereavement Services Associate/ Senior

Level: Senior Associate             

Department:  Client Services - Bereavement Hub Phones                         

Location: UK

Reports To: Assistant Manager

About Fidelity International

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 Client Services team and feel like you’re part of something bigger.

Department overview

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 customers and advisers when they want it, however they want it. Our role is to provide our customers and advisers with help, expertise and guidance on a range of queries using the 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 a Senior Associate within the Bereavement Hub you will join our team in providing first line support to executors, advisers and solicitors. The focus of the team is to help guide callers through the bereavement process, , providing knowledge and guidance to help support them in the future, the majority of which are received through incoming calls. The work can include anything from basic information requests to complex queries and once you have joined you will go on a journey - progressing through our competency-based framework. You will start off by learning how to service our customers, quickly moving to taking incoming calls providing basic information to start honing your skills taking the knowledge you have learnt and turning it into a great interaction. As you progress you will become an ambassador for the business - learning how to promote our services to support the business. Throughout this time you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises. Regardless of which team or where you have reached within our competency framework, you are expected to make every customer interaction with us feel well spent, ensuring the customer takes away new knowledge to help them next time. You will be encouraged and supported to develop your skills, knowledge and experience enabling you to choose your career path in Client Services.

Your key accountabilities

• Handle customer interactions through a range of channels, primarily phone and also email and letter - understanding the customer & 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.     
• Maintain relevant quality standards, always validating the query and required response to avoid breaches and errors
• 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. 
• Adherence to the escalated complaints process ensuring all necessary information is furnished on the required templates to support further investigation
• Accurately record details of interactions to help drive analysis on contact drivers and opportunities for improvement
• Ensure performance is in line with agreed goals and targets, such as call quality, resolution rate, average handling time and customer feedback scores, whilst progressing through the competency framework.
• Take personal responsibility for attendance, punctuality and ensure adherence to agreed protocols in notification of absence.
• Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.
• Maintain training and competency records in line with the regulatory requirements of the role.
• Complete mandatory e-learning when required within agreed timelines.
• Promote the Fidelity brand to drive revenue opportunities for the business.
• Actively use information on knowledge repository systems to support query management, highlighting any gaps to aid content management and updates.
• Personal ownership of own development, using personal development time effectively, evidencing learnings during scheduled times.
• Maintain professional working relationships with colleagues in Client Services and other departments in Fidelity. 
• Proactive team player with a desire to improve knowledge and positive team dynamics across the department
• Support the buddying of colleagues to aid onboarding and development of their knowledge.

Your skills and experience

Candidates for a Senior Associate in Client Services will be expected to be able to demonstrate the following experience: 

• Prior experience of working in a Customer Service environment - preferably within a corporate environment.  
• Experience of working in a regulated environment preferred.
• Strong telephone and verbal communication skills along with active listening skills and resilience.
• Effective communication and soft touch skills, flexing approach to provide a service tailored to the customer.
• Proactive approach to finding information and offering improvement for others.
• Ability to work under pressure, in a fast-paced environment, taking ownership for effective resolution of customer queries.
• Proactive team player with a desire to improve knowledge across the department.
• Ensure all inputting of information is accurate, good attention to detail. 

Regulatory obligations

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.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. 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. For more about our work, our approach to dynamic working 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 in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.