Senior Associate - Customer Relations

Title Senior Associate - Customer Relations
Department Client Services
Location Gurgaon
Reports to Assistant Manager/Team Lead - Customer Relations
Level Client Services Operations - 2
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
Customer expectations are growing all the time. Client Services make sure these are met. They provide invaluable support to clients and colleagues – building strong and trusting relationships with both.
About your role
A vital source of first-line support, you’ll help our clients manage their investments and save for the futures they want, mostly through responding to their queries from incoming correspondence. You’ll learn and grow every day – gaining the skills and knowledge you need to:
• Handle and resolve a wide range of queries from an equally wide range of clients – and colleagues too
• process requests and manage or escalate any complaints
• Make every letter and email a positive and helpful experience
• Explain our products and services, while making sure our clients can get the best out of our tools
• Quickly and efficiently escalate risk, potential fraud, or vulnerable customer situations, ensuring escalation to the appropriate person
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business
• Ensure performance is in line with agreed goals and targets, such as maintaining quality standards, resolving the query correctly on the initial interaction
About you
Eager to grow your knowledge and your career, you’ll fit right in.
You’ll succeed because you:
• Have solid experience in a customer service environment – ideally finance-related
• As you will mostly be handling incoming correspondence queries, you will have excellent writing skills and be able to create clear and accurate responses
• Enjoy engaging with people
• Have excellent problem-solving skills and a good attention to detail
• Be a proactive and positive team player with a desire to improve knowledge across the department
• Take personal ownership of your own development, using dedicated personal development time effectively
• Have the resilience to deal with challenging situations
• Have the flexibility to support other teams based on the business needs
Mandatory Requirement
As a firm supporting activities linked to Fidelity’s UK-regulated business, FIL India applies high internal standards to ensure that our employees achieve and maintain the minimum competency as determined by us to discharge their responsibilities. Therefore, your continuity in this role depends upon achieving the required competency within 48 months from your official joining date.
The criteria are to pass a specific exam, complete mandatory training as assigned, and continuously display the desired behaviours and skills expected from the role holder. The company will provide reasonable support in the achievement of the qualification. You are encouraged to discuss this with the hiring manager for additional details.
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.
Or, if you’re feeling inspired, start your journey with us right now.