FTC Associate - Client Account Management

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 Fidelitys 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