FTC - Customer Service Representative CS - Technical Servicing

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Title FTC - CustomerService Representative

Department Client Services

Location Gurgaon

Reports To Manager - Technical Servicing

Level 1

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 customer 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 from our employees helping to retain great talent within the organization.

The Technical Team are responsible for monitoring the performance of technology systems which support Client Services. To do this you will need a very good knowledge of Fidelitys websites and systems to understand and support Client Services when things are not working as expected. By becoming a subject matter expert (SME) you will be responsible for identifying the type and severity of an impact for our customers and our teams and follow up by working closely with Technology on the resolution. You will also be expected to identify gaps in knowledge and support and be able to provide the training to upskill the team.

• Act as a point of contact for any systems/ website related issues, ensuring they are understood and communicated across Client Services
• Investigating web journey issues faced by clients, ensuring local fixes are performed, liaising with operations teams if required as part of investigation and raising appropriate issues only with technology support teams
• Identifying issues impacting multiple customers and escalating to ensure correct severity is assigned.
• Become an SME for all Fidelity websites and systems and be able to answer questions on complex issues faced by our customers.
• Liaise with Technology team to progress and work towards resolving issues reported by customers and to reduce the number of outstanding issues, to improve the customer experience
• Extend support to Customer Relations and Phones teams by actively managing the Technical Hotline and mailbox.
• Ensure the Tech support page is updated with the major themes and high impacting issues regularly
• Identify issues for prioritisation to Technology and India Proximity team and collaborate with teams to ensure progress
• Regularly review pending to identify issues which are unlikely to be progressed or explore a suitable workaround to resolve the issues with the aim to provide better client service and quicker turnaround time.

Ensure to deliver excellent client experience by focussing on accurate and timely resolution

Writing to clients via secure messages on issue resolution, making sure that clients queries are answered in easy/effective manner

Identifying underlying risks to understand the overall impact, reaching out to the team manager to raise risks within the timeframe

• Excellent verbal and written communication skills with the ability to convey information clearly, concisely and accurately.
• Dynamic, positive and can do attitude with the ability to work well within a team.
• Self-starter, demonstrating a good use of initiative.
• Excel skills to produce analyse reports, including an understanding of reading data.
• Knowledge of Client Services Systems, including the Fidelity websites and mobile applications is an added advantage.
• Accuracy and attention to detail essential.
• Ability to build strong relationships at all levels of the organisation.
• Ability to work under pressure and to tight deadlines.
• Ability to take ownership of individual issues and projects, and ensure they are resolved to the best of your ability.
• Willingness to learn new systems skills under self-study is essential.

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. The company will provide reasonable support in the achievement of the qualification. You are encouraged to discuss this with the hiring manager for additional details.