Senior Process Specialist – DB Operations

Job Description:

Job Title – Senior Process Specialist – DB Operations

The Purpose of This Role

Under general supervision, the associate will be responsible for accurate and timely processing of onshore customer inquiries received through Customer Service Group or online request in a multi-client environment. Associate must understand fidelity systems, learn and process financial transactions on respective client database. They should also work closely with upstream and downstream processes for the overall service to the end client / participant.

The Value You Deliver

• Working and resolving onshore customer inquiries received through Customer Service Group or online request.

• Identifying the  system issues and fixing the same within the defined timeliness and accuracy standards.

• Provide support to internal client focusing teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.)

• Work towards building functional knowledge and serving as the subject matter expert on assigned clients;

• High quality of work with strong customer orientation.

• Ensure timely completion of transaction based on the turnaround agreed on the request type

• Ensure accurate and timely processing of work items.

• Contribute to the team environment and overall effective services provided to Fidelity’s client base.

• Take initiative to undergo training to enhance their individual job performance.

• Validating and provide inputs to update User Procedure Documentation (UPD). 

• Provide back-up coverage for other transaction processors, as needed

The Skills that are Key to this role

Technical /  Behavioral

• Excellent verbal and written communication skills required.

• Diverse Experience in handing onshore clients

• Strong Comprehension skills. Good at interpretation of plan documents.

• Strong Problem Solving Skills and implementing solutions

• Good at numbers (numerical ability)

• Logical reasoning and Analytical thinking

• Service mid set – Customer or Participant focus 

• Strong PC Software skills (i.e. Excel, Outlook and Word)

• Strong organizational skills and attention to detail

• Ability to learn and adapt to changes and new processes

• Motivated and committed to excellence; positive attitude and “can do” work ethic.

The Skills that are Good To Have for this role

• Adapt to change

• Be flexible with workload and accommodate internal and external client needs

• Willingness to work in “Night Shifts”

• Work in a team environment

How Your Work Impacts the Organization

ContactPurposeFrequency

Client Service Manager

Assists with Client Issues/Inquiries specific to calculations

Daily

Operations Deliver Leader

Assists with Client Issues/Inquiries specific to calculations

Daily

Employee Resolution

Assists with Client Issues/Inquiries specific to calculations

Daily

Onshore Calculation Team

Uses subject matter expertise in training offshore associates and provide resolution

As needed

Retirement Initiation

Assists with inquiries; Identifies gaps in processes and works with team to resolve them

Daily

Disbursements

Assists on making the payments to the customer/participant

Weekly

No direct interaction with customers/participant except the communication provided through letters for customer queries. 

The Expertise We’re Looking For

• Bachelor’s Degree (Mathematics, Finance or Business) or equivalent is mandatory

• Actuarial background is preferred

Location : Bangalore

Shift timings: 1:00 pm - 10:00pm

Certifications:

Category:Operations