CUSTOMER SERVICE ASSOCIATE - GERMAN SPEAKING (M/F)
The Distributor and Shareholder Services department is the first point of contact for any Continental European clients investing in Fidelity Luxembourg UCITs fund range. The role of the department is to provide support, guidance and to assist in resolving any queries that our clients may have. The team work closely with Transfer Agency and other departments internally to resolve customer queries. Our vision is to build strong relationships and a superior and highly satisfied group of employees. The role is extremely varied and involves managing very specific processes, as well as responding to a variety of different types of enquiries which may include:
•Information on client accounts;
•Provision of fund static data;
•Handling of AML / KYC queries;
•Details regarding ongoing commission/ trailer fees;
•Resolution and prevention of problems;
•Support for the company's online account management tool;
•Delivery of customer reporting.
•Take ownership of issues and ensure they are resolved in a timely manner
•Remain highly motivated and focused towards achieving set individual, department and company goals.
•Interact in a friendly and professional manner with both internal and external customers.
•Actively support Fidelity's "Treating Customers Fairly" framework, ensuring areas of concern are reported promptly to your team leader.
•Develop a sound understanding of the industry
•Develop and maintain an understanding of Fidelity Funds, procedures and systems, as well as an in-depth knowledge of service offering Liaise and develop strong relationships with your team leader to ensure agreed market goals and service standards are consistently delivered in line with existing policies and procedures.
•Be the first point of contact for your relevant market or region
•Share market knowledge experience and provide assistance on referred issues.
•Show creativity in solving special issues and encourage continuous improvement.
•Provide assistance / cover to team leader when necessary.
•Provide constructive feedback to Management wherever possible to further improve existing services.
THE CANDIDATE PROFILE:
•Good experience working within a financial environment (at least 2 years);
•Understanding of the asset management industry and familiarity with the Wholesale / Institutional business;
•Fluency in German; other languages are considered as an advantage;
•Excellent communication and social skills - ability to communicate effectively at all levels;
•Team player who can gain the support and commitment of peers and internal and external service partners;
•A proactive approach with a willingness to learn;
•Willingness to question processes with a view to improve service delivery;
•'Can do' attitude reflected in pro-active problem resolution and follow-up;
•Accuracy and attention to detail in all aspects of service delivery, documentation and reporting;
•Demonstrate a high level of commitment and professionalism to the role;
•Ability to work on own initiative and under pressure as a team;
•Good organisational skills - ability to 'multi-task';
•Good knowledge in major MS Office Applications (Word and Excel).
Our Client is a prestigious asset management company.
At the final stages of the recruitment process, some of our clients could ask the successful candidate to provide supporting documentation such as, for example, copies of diplomas or proof of previous jobs, and a standard criminal record check might also be requested.