Customer Service Advisor

Associate Level 1- Client Services

About the Opportunity

Job Type: Permanent

Application Deadline: 31 March 2025

Title: Associate

Department: Client Services

Location: Dublin, Ireland

Reports To: Team Lead

Join us as an 'Associate-Client Services' at Fidelity

If you enjoy phone conversations with customers, working from a premium location based in Dublin, Ireland and seek a dynamic role, look no further.

Discover an exciting opportunity to be a key player in our thriving Customer Services-Call Center team.

What sets you apart:

• Are you confident in your customer service skills?
• Are you able to reliably commute to the office?
• Strong telephone and interpersonal skills, with a willingness to learn new technologies?
• Passionate about finding solutions for customers and contributing positively as a proactive team player?

What sets us apart:

• Join our rapidly growing team
• Benefit from first 12 weeks of supportive in person and virtual training including classroom and practical experience
• Discover exciting career advancement possibilities for a secure future
• There is free car parking in our Dublin office

About Fidelity International

We're proud to have been helping our clients build better financial futures for over 50 years. From more than 25 locations around the world, we provide investment services and retirement expertise to everyone from central banks to private individuals and have a reputation as one of the world's most successful investment solution providers.

Department overview

Customer expectations are ever growing in complexity and the Client Services department is the most important area of our business for delivering outstanding customer experiences every day.

What you'll do

In our busy phone teams, you will be offering first-line support to the direct customers or Financial Advisors and will be responsible for delivering the best customer experience possible. You will be provided with a comprehensive training programme that will enable you to do just that.

As you progress you will become an ambassador for the business - learning how to promote our services to support the business. Throughout this time you will be supported to develop your own knowledge and personal skills against a framework of competencies, where success is rewarded by a series of promotions and pay rises.

Responsibilities:

• Handle direct customers or Independent Financial Advisor (IFA's) interactions through a range of channels, primarily phone and also email and letter - understanding their needs to provide the right solutions to them.
• Take ownership of every customer interaction to ensure issues and enquiries are resolved to the satisfaction of the customer and the business.
• Explain UK products & services as well as provide guidance on tools and sources of information to empower customers to self-serve.
• Adhere to the call process ensuring application of best practice in call introduction, query identification, resolution and call closure.
• Acknowledge and manage customer complaints, striving to achieve early resolution where possible.
• Quickly and efficiently escalate risk, potential fraud or vulnerable customer situations, ensuring escalation to the appropriate person.

Your skills and experience:

• Prior experience of working in a Customer Service industry - preferably within a corporate environment.
• Strong telephone and verbal communication skills
• Active listener
• Passionate about delivering positive solutions for customers
• Experience in using technology platforms to deliver a service and a willingness to learn new technologies.
• Proactive team player with a desire to improve knowledge and contribute to positive team dynamics across the department

Feel rewarded

For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. We'll be as flexible as we can about where and when you work – finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

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