Client Service Associate- Retirement Solutions

Recruiter
Reed
Location
Redhill
Salary
21500.0000
Posted
18 Mar 2017
Closes
17 Apr 2017
Contract Type
Permanent
Hours
Full Time
Department Description
UK Client Services play a large part in first line customer care. The Phone Teams along with Customer relations respond proactively to resolve incoming call queries from both Independent Financial Advisers and direct customers. The role of the department is to provide support and information to customers investing with Fidelity; to assist in resolving any queries; and to actively promote our products and services. The aim is to meet all of our customers' needs, outlined in their initial phone call to Fidelity. In providing this service, our vision is to build strong customer relationships and a superior and highly satisfied group of employees.

The standard working hours for the UK Client Services are a 35 hour week between 8am to 6pm, Monday to Friday, with the requirement to work one Saturday in every four. There is also the opportunity to undertake overtime when needed.

Purpose of your role
The role involves taking incoming phone calls from our Direct customers and/or Independent Financial Advisers. You will be expected to respond to a variety of different types of enquiries which may include: information on a customer account, the details about a particular Fidelity product, the resolution and prevention of a problem, in addition to web navigation and online queries.

Key Responsibilities
• Take incoming phone calls within agreed performance and quality standards
• Making outbound calls to resolve customer queries in a timely manner
• Demonstrate high levels of customer focus
• Ensure calls are resolved to the satisfaction of the customer and Fidelity
• Remain highly motivated and focused towards achieving set individual, department and company performance goals
• Always interact in a friendly and professional manner – making sure all aspects of the request are fully addressed and provide relevant additional information as appropriate
• Explain relevant products and procedures clearly and simply whilst promoting Fidelity’s brand values
• Making outbound calls to customers and/or IFA’s to promote additional products and services and/or seek feedback
• Recognising ‘key signals’ from customers or enquirers so as to proactively promote our products and services
• Proactively develop an awareness of the regulatory environment in which Fidelity operates, our “Treating Customers Fairly” framework, and the impact this has on the delivery of customer service solutions, including situations which require the correct escalation of a complaint
• Complaint handling
• Develop a strong understanding of Fidelity’s products, procedures, systems and customer needs through receiving relevant training.

Experience and Qualifications Required
• Have proven customer service or sales experience
• Ability to communicate clearly and articulately
• Proven previous financial services experience/knowledge
• Ability to listen and question effectively
• Comfortable in working in a structured environment
• Confident and enthusiastic manner on the phone
• Analytical, excellent attention to detail and accuracy
• Demonstrate flexibility
• Previous experience of working with IT systems and/or web applications
• Ability to work well under pressure and to take initiative to escalate issues as appropriate
• A positive attitude at all times, approachable and professional

Reed Specialist Recruitment Limited is an employment agency and employment business