Specialist Senior Associate - Brokerage

  • Salary: Negotiable
  • Location: Tadworth, England, United Kingdom
  • Job Type: Full time
  • Company: Fidelity International

UK Client Services play a large part in front line customer care. The Phone Teams respond proactively to resolve incoming phone calls from direct customers, financial advisers and their underlying customers. The role of the department is to provide support and information to customers investing with Fidelity; to assist in resolving any queries; and to actively promote our products and services. The aim is to meet all of our customers' needs, outlined in their initial phone call to Fidelity.

Purpose of your role

The Brokerage specialist team are a customer facing team responsible for providing execution only stockbroking support to customers, advisers and the teams within Client Services. They are responsible for a broad range of operational processes and a key part of the role will be liaison with the newly created Trade Operations teams.

The purpose of the role is to provide the best possible phone service to our customers; you will also deal with emails and letters and referrals from client services and other FIL departments. You will gain and retain an up-to-date and extremely high level of technical, product and procedural competence which can be applied in a practical manner in the calls that you take, and the solutions you find for our customers. You will be required to support phone placed orders, deal with calls relating to order placement, deal corrections, corporate action events, as well as account management.

Your key accountabilities

  • Handling Customer and Client inbound and outbound interactions
  • Supporting customers with trading queries but not giving advice or opinion
  • Placement of phone orders including large deals
  • Supporting the brokerage specialist team processes ensuring adherence to FIL's policies and standards in addition to FCA regulations , focus will be escalations and exception handling relating to trading and settlement
  • Supporting customers with trading queries but not giving advice or opinion
  • Maintain awareness of stock market conditions
  • Maintain a full understanding of the brokerage proposition and product range
  • Maintaining relationships and communication with trade operations teams and receiving referrals from other teams within client services
  • Work with the support team to communicate certain corporate actions events
  • Contribute to team and business goals and service levels
  • Achieving consistently high average call quality scores (gold standard)
  • Investigate issues thoroughly in order to solve them, or hand them off properly to another business area
  • Taking ownership of problems and seeing them through to resolution

Experience and Qualifications Required

  • Level 2 associate or experience within a broking and or corporate actions environment
  • Possession of or working towards Industry Qualifications - IAQ or IMC
  • Knowledge of the following asset classes; Equity/Fixed Income/ETF/Investment Trusts
  • Knowledge of Corporate Action Events
  • Computer literate with Excel, Word and Outlook skills.
  • Commitment to providing excellent customer service
  • Outstanding call quality and a drive to succeed
  • Energetic, enthusiastic and solution focussed
  • Excellent communication skills
  • Influencing skills
  • Accuracy and attention to detail
  • Proactivity look at new ways of working Self-Motivation, support and drive positive team interactions
  • Ability to work under pressure and to tight deadlines

Great minds, better together.

Fidelity International is an equal opportunities employer and is commited to a policy of treating all its employees and job applications equally.