Associate - Technical Client Services - Kronberg, Deutschland - Fidelity International

Fidelity International

Geprüftes Unternehmen

Kronberg, Deutschland

vor 4 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

About the Opportunity

Job Type:
Permanent

Application Deadline: 30 June 2023

Job Description:

Title:
Assistant Manager Technical Client Services

Department:
Client Services

Location:
Kronberg - Germany

Reports To:
Senior Manager Technical Client Services

Why Fidelity?

Our values and expected behaviours include being bold, brave and curious whilst also being compassionate. We offer a collaborative international working environment with flat hierarchies, which is built on trust and integrity. This is also reflected in the benefits we offer to our employees.

These include:

dynamic working, ie hybrid working based on a flexible mix of office and home based working, a generous pension scheme, extra leave for family care or charitable engagement, language courses and many other advantages.

We focus on sustainability and for those employees who prefer to travel to work by public transport there is a private shuttle service to and from Kronberg station.

Department Description

The German Client Services department is part of global Personal Investing and Advisory Client Services structure.

Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care.

The vision of the department is to deliver a seamless, joined up experience to our customers and advisers when they want it, however they want it.

Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business.

We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions.

The way we operate is also key to creating a high level of engagement and job satisfaction for our employees helping to retain great talent within the organisation.

Purpose of the Role

As part of the team, you will be responsible for answering our clients' and advisors' complaints and tax enquiries in an expeditious and complete manner.

You will need to develop an understanding of all key processes within the bank as well as our approach to communication.

Our key focus is to provide our clients with a First-Class service, no matter how they interact with us.

Key Responsibilities

Research and response to complaints of all kinds, including very sensitive complaints such as those addressed to the Federal Financial Supervisory Authority (BaFin) and the Ombudsman
Complaint Management: Analysis of the reasons for complaints, elaboration and implementation of improvement proposals for complaint avoidance, improvement of the customer experience and system optimisations
Clarifying and answering enquiries and complaints on tax topics
Reporting risks and potential claims

NPS

Net Promoter Score surveys, analysis of feedback, proactive contact with our advisors

Experience and Qualifications Required

Preferably completed banking training or studies in the field of finance
Preferably several years of professional experience in the securities or investment fund business
Experience in complaint management, in dealing with sensitive cases and in answering tax questions is an advantage
Professional skills in correspondence with clients, asset managers and sales partners
Excellent team player with a high degree of customer and service orientation
English knowledge in language and writing

Gerne können Sie sich hier auch auf deutsch bewerben

About Fidelity Germany

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.5 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term.

Operating in more than 25 locations and with $608.7billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance.

Together with our Investment Solutions & Services business, we invest $437 billion on behalf of our clients.

By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial futures.

Find out more about what we do, our history, and how you could be a part of our future at

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business.

We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

Our Values

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