Title Client Services Specialist, Hong Kong Workplace & Personal Investing
Department Hong Kong Global Platform Solutions
Location Hong Kong
Reports To Client Services Senior Manager, Hong Kong Workplace & Personal Investing
Level Associate
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 Hong Kong Global Platform Solutions Business (HKGPS) and feel like you’re part of something bigger.
About your team
Our Client Services team in Hong Kong Global Platform Solutions Business (HKGPS) is a client-focused team delivering high-quality services to our end investors, ensuring seamless operations and trusted support across all client touchpoints, directly impacting customer experience and service reliability in Hong Kong.
About your role
This Client Services Officer supports the delivery of exceptional client service to Fidelity’s end investors. The incumbent will handle client enquiries via phone, email, and face-to-face interactions, provide accurate and timely support, resolve service requests, and contribute to operational excellence. The role also supports business initiatives and projects to enhance the overall client experience across all client touchpoints.
About you
Key Responsibilities
- Deliver exceptional client service to Personal Investing and/or Pension clients through multiple channels, including telephone, email, and face-to-face interactions with walk-in clients.
- Handle client enquiries, phone dealing, service requests, and account-related matters in a timely, accurate, and professional manner.
- Manage client correspondence, case management, and complaint resolution, ensuring a positive client experience.
- Follow up on Not-In-Good-Order (NIGO) applications and instructions to ensure timely resolution and completion.
- Support daily operational and administrative activities to ensure efficient delivery of client services and business operations.
- Meet agreed service standards, quality benchmarks, and turnaround times while maintaining a high level of accuracy.
Experience and Qualifications Required
- University graduate in Business, Finance, Communications, or a related discipline.
- Minimum 3 years’ experience in client servicing, customer service, or operations within the financial services industry; experience in mutual funds is preferred. MPF/eMPF knowledge is a nice to have.
- SFC and/or MPFA registration is required, or willingness to obtain relevant licences within 3 months after onboarding.
- Proven experience in handling client enquiries through multiple channels, including telephone, email, and face-to-face interactions.
- Strong client-centric mindset with a passion for delivering exceptional service and building trusted client relationships.
- Excellent verbal and written communication skills in English, Cantonese, and Mandarin.
- Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
- Strong problem-solving, interpersonal, and stakeholder management skills.
- Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Positive, proactive, and adaptable team player with a continuous improvement mindset.
- Knowledge of Hong Kong pension, MPF, personal investing, or wealth management products and operations would be an advantage.
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.
Skills Required
- University degree in Business, Finance, Communications, or related discipline.
- Minimum 3 years' experience in client servicing, customer service, or operations within the financial services industry.
- Experience in mutual funds (preferred).
- MPF/eMPF knowledge (nice to have).
- SFC and/or MPFA registration required, or willingness to obtain relevant licences within 3 months after onboarding.
- Proven experience handling client enquiries via telephone, email, and face-to-face interactions.
- Excellent verbal and written communication skills in English, Cantonese, and Mandarin.
- Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Ability to manage multiple priorities, maintain accuracy and attention to detail.
- Strong problem-solving, interpersonal, and stakeholder management skills.
- Knowledge of Hong Kong pension, MPF, personal investing, or wealth management products and operations.
Fidelity International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity International and has not been reviewed or approved by Fidelity International.
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Parental & Family Support — Family leave and carers’ support are emphasized via equalized paid parental leave globally and enhanced maternity/adoption policies. Inclusive provisions also cover carers’ leave and compassionate leave to support diverse family needs.
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Healthcare Strength — Healthcare benefits and private medical insurance are consistently highlighted as part of the core package across locations. Wellbeing resources, including an Employee Assistance Programme and menopause support, reinforce the depth of health coverage.
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Retirement Support — Pension and retirement savings are positioned as a strong element of the total package in multiple markets. Retirement design is frequently cited alongside paid time off and flexibility as part of a solid overall offer.
Fidelity International Insights
What We Do
Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 countries and with $739.9 billion* in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals. Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $567 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures. *Data as of 31 March 2021
