FTC Associate - Client Account Management

About your team

• We triage & capture the data of all instructions and documents received via paper, secure msg, phones, upload & send etc for Retail & DC clients. Along with this we return original Legal/AML documents to the senders. We also help re-routing of instructions within alternate teams.

About your role

• The role of the FTC - Associate is to gain a detailed understanding of the process, conduct trainings, drive initiatives, take part in projects, maintain team MI, perform quality checks, keep an accurate record of the checks, identify issues and participate in discussions to agree actions to resolve issues identified.
• To be able to process work items within agreed service level accurately
• To quality check all work items the same day and report any errors
• Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer
• Completing projects as assigned including Testing prior to any system changes
• Liaison with other departments across sites
• Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients
• To gain regulatory knowledge and ensure knowledge is maintained
• To keep the supervisor(s) informed of work in progress and escalate any issues/risks which may impact daily work and SLAs
• To ensure knowledge of procedures are kept up to date and any new procedures implemented
• Knowledge on stats and reporting would be added advantage
• Should be able to train the team members on critical tasks
• Should be able to review and update process documents independently
• Should be able to drive innovation in the team

About you

• Should be able to manage process escalations on their own
• Ability to process large volatile volumes to deadlines, whilst maintaining high standards of accuracy
• Strong attention to detail and excellent communication skills
• Self – motivated and flexible with the ability to work in offshore shifts
• Work towards achieving the relevant competency model for the role
• Flexible to handle any ad-hoc business requirements.
• Proactive approach to problem solving and service improvement