Associate - Customer Relations

Title: Associate - Customer Relations
Department: Client Services
Location: Gurugram, India
Reports To: Team Lead
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 an associate within Client Services you will join our team in providing first line support to our customers, advisers and members. The focus of the team is to help our customers manage their investments with ease, 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.