Associate - Client Services

As an Associate in the Client Services department at Fidelity, your role is crucial in monitoring the performance of technology systems that support Client Services. Your responsibilities include: - Acting as a point of contact for any systems/website related issues, ensuring clear communication across Client Services. - Investigating web journey issues faced by clients, performing local fixes, and escalating issues to technology support teams when necessary. - Becoming a subject matter expert for all Fidelity websites and systems, answering questions on complex issues faced by customers. - Collaborating with the Technology team to resolve customer-reported issues and improve the overall customer experience. - Managing the Technical Hotline and mailbox to provide support to Customer Relations and Phones teams. - Regularly updating the Tech support page with major themes and high impacting issues. - Identifying and prioritizing issues for resolution, aiming to provide better client service and quicker turnaround time. - Ensuring accurate and timely resolution of client issues, including writing to clients via secure messages on issue resolution. - Identifying underlying risks and escalating them to the team manager within the specified timeframe. Qualifications required for this role include: - Excellent verbal and written communication skills. - Dynamic, positive, and can-do attitude with the ability to work well within a team. - Self-starter demonstrating a good use of initiative. - Excel skills to produce and analyze reports. - Knowledge of Client Services Systems, including Fidelity websites and mobile applications. - Accuracy and attention to detail essential. - Ability to build strong relationships at all levels of the organization. - Ability to work under pressure and to tight deadlines. - Willingness to learn new systems and skills under self-study. At Fidelity, we offer a comprehensive benefits package, value your wellbeing, and support your development. We believe in a flexible work environment that works for everyone, ensuring you feel motivated by the work you do and happy to be part of our team. Visit careers.fidelityinternational.com to learn more about our work and dynamic working approach.,