Associate - Customer Relations

• Reports to Assistant Manager/Team Lead - Customer RelationsLevel Client Services Operations -

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, youll help our clients manage their investments and save for the futures they want, mostly through responding to their queries from incoming correspondence
• Youll 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, youll fit right in

Youll 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 Fidelitys 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