Associate - Client Services

Job Description

Title                 Associate

Department      Member Relations

Location          Gurgaon

Reports To       Team Lead

Level                1

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

About your team

Fidelity International is also a well-established and leading provider of Defined Contribution (DC) and Defined Benefits (DB) services for the UK corporate marketplace. In the UK alone, more than 350 plus pension plans now trust us with over £33 billion worth of assets and in the Institutional DB business (across Europe/Asia) we hold over £76 billion worth of assets for our clients. The Institutional business is spread out in many other regions as well such as Asia Pacific, Europe, Middle East, Emerging Markets etc.

The Member Relations Team responds to emails and correspondence from Members, IFA’S and authorised contacts of DC full service clients / schemes. The team also process ‘NIGO’ (not in good order) on behalf of the DC administration areas and communicate with our members / clients in writing. You will work in a friendly team dedicated to our high standards of client service.

About your role

• Ensure that work allocated to you is completed in an accurate and timely manner. Assist the teams to meet the agreed SLA by timely allocation of work to the team members.
• Updating member records in accordance with written procedures.
• Ensure that Quality and Productivity standards are adhered to.
• Liaise with internal departments to ensure priority work gets completed in time.
• Handle mailbox and folder queries.
• Identify and raise process improvement ideas and customer experience improvement ideas.
• Maintain compliance with confidentiality in handling client sensitive information.
• Handle additional admin and process related responsibilities efficiently and proactively.
• Escalate any potential issue in a timely manner and keep TL/AM abreast of the situation
• Responding to Defined Contribution schemes members, administrators and IFAs’ who will contact DC Pensions by Email and correspondence.
• Responds to Emails and correspondence making sure all aspects of the request are fully addressed and provide relevant   additional information as appropriate
• Provide up-to-date information on a wide variety of subjects related to the administration of the member pensions accounts including:
  • Plan details and member account information
  • Products & investment options
  • General enquiries on processes, forms, etc.
• Perform ad hoc administrative account amendments
• Keeping required knowledge up-to-date with the information provided both by line management as well as other means such as the intranet, regular member magazines or mailings etc.

About you

• A passion for client service and the ability to act as a highly competent client contact for administrative, reporting and customer processing matters

• Excellent communication and social skills
• Attention to detail and accuracy
• Knowledge of the UK asset management and pensions industry is an advantage.
• Team player who can gain the support and commitment of internal and external members, client or service partners.

• Willingness to question processes with a view to improving client service delivery.
• Can do attitude reflected in pro-active problem resolution skills and frequent follow-up.
• Knowledge of MS Excel, handling mailboxes using Outlook, PowerPoint. (Outro)

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. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.