Associate - Customer Relations

Responsibilities

• Provide first-line support to clients by managing investment queries and resolving incoming correspondence
• Process requests and manage or escalate complaints to ensure high-quality service
• Create clear, accurate, and positive written responses via email and letters
• Explain products and services to help clients maximize the use of available tools
• Identify and quickly escalate risks, potential fraud, or vulnerable customer situations
• Take ownership of customer interactions to ensure issues are resolved to the satisfaction of both the client and the business
• Maintain performance in line with quality standards and resolution targets

Requirements

• Solid experience in a customer service environment
• Experience in the finance industry is preferred
• Excellent writing skills with the ability to create clear and accurate correspondence
• Strong problem-solving skills and high attention to detail
• Ability to remain resilient when dealing with challenging situations
• Proactive team player with a desire for continuous professional development

Benefits

• Comprehensive benefits package
• Support for wellbeing and professional development
• Flexible approach to work to help maintain a healthy work-life balance

About the Company

Fidelity International has been helping clients build better financial futures for over 50 years. We work together globally to support our clients and colleagues, building strong and trusting relationships through our dedicated Client Services teams.