Client Services Representative

Fidelity Information Services, LLC; Greater London; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Internal career growth opportunities

Innovate in fintech

Inclusive team atmosphere

Professional and personal development

Resources to contribute to your社区

Job summary

Fidelity Information Services, LLC in London is seeking a Client Contact Associate to join the Client Services Team. You will own and coordinate all client queries, issues and escalations, acting as the primary liaison between clients and account managers to ensure high-quality service.

The role requires excellent communication, strong organisational skills and the ability to analyse data, draft clear client communications and drive process improvements within a financial services environment.

Qualifications

• Educated to degree level or equivalent.
• Experience in financial services and knowledge of regulations.
• Ability to understand complex systems and workflows.
• Thorough understanding of operations, services and products for Platform Securities and Corporate Clients.
• Experience delivering exceptional client service and managing corporate relationships.
• Maturity, integrity and ability to work independently with minimal direction.
• Excellent time management, verbal and written communication skills.
• Decision making in a high-pressured environment.
• Self-motivated and proactive with a can-do attitude.
• Exceptional attention to detail and analytical skills.
• Ability to build long lasting professional relationships with colleagues and Clients.
• Proficient in Microsoft Office applications.

Responsibilities

• Manage all client service queries, escalations and complaints.
• Primary contact point for clients with broad business knowledge.
• Aligned to Core Wealth or Institutional client types.
• Owner of all service queries with exceptional customer service.
• Review query resolution, data analysis, data entry and process improvements.
• Provide escalation support for complex technical queries.
• Draft all client-facing communications clearly and accurately.
• Communicate incident updates to clients and stay calm under pressure.
• Maintain knowledge of products, services, policies and procedures.
• Interface with clients to assess needs and progress toward solutions.

Skills

Communication

Written communication

Time management

Analytical skills

Team player

Problem solving

Organisational skills

Attention to detail

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

The future of money is being built right now. At FIS, we help the world’s businesses, banks and communities move, manage and grow money with confidence. Join a team that values fresh thinking, works together to solve complex challenges, and creates technology that powers everyday life.

About the role:

The Client Services Team are the first point of contact for Clients, providing exceptional customer service, issue management resolution, system and technical support. As a Client Contact Associate, you will report to the Client Service Team Manager. This role is responsible for developing and maintaining effective relationships with Platform Securities’ Clients as the owner of all queries, issues and escalations.

Client Contact Associate s work closely with our clients’ point of liaison and their associated Account Manager to ensure the delivery of a consistently high level of service. Success will necessitate on building an understanding of the client’s business model and the services that we provide for them and recognising opportunities to improve new and existing services across the client base. Strong communication skills are essential and the ability to build good working relations and comfortable engaging and communicating at all levels within a client organisation.

It will be necessary to represent Clients objectively at appropriate forums and to contribute to and implement Service strategy. A track record of demonstrating excellent interpersonal and communication skills as well as strong planning and co-ordination skills are essential to ensure that all client enquires are responded to in a timely manner.

Your key responsibilities:

• You will be responsible for the management, ownership and co-ordination of all service queries from clients including escalations and client complaints.
• You are the primary contact point for clients and will have an all-round knowledge of the business.
• You will be aligned to a specific type of clients e.g. Core Wealth and Institutional.
• You will have exceptional customer service skills, as the owner and coordinator of all service queries.
• You will need to work with the business and clients to review query resolution, data analysis, data entry, exception reporting and the planning & implementation of process improvements to support the client.
• Providing escalation support for more complex, technical business queries.
• You will be the owner and drafter of all client facing communications, so will need to have excellent written communication skills.
• You will be responsible for client facing incident communication and will therefore need to demonstrate that you are calm under pressure.
• You will need to maintain comprehensive knowledge of applicable products, services, and company policies and procedures.
• You will be an interface with clients to determine present and future needs and discusses progress toward solutions, building strong relationships as you go.

What you bring:

Educated to degree level or equivalent.

Experience of working in a similar role within Financial Services and knowledge of the associated regulations.

The ability to understand complex systems and workflows

Thorough understanding of operations, services and products for Platform Securities and Corporate Clients.

Experience of delivering exceptional client service and managing corporate relationships.

Maturity, integrity and the ability to work independently to achieve objectives with the minimum of direction.

Excellent time management, verbal and written communication skills.

Decision making in a high-pressured environment.

Self-motivated and a proactive with a can-do attitude.

Exceptional attention to detail and analytical skills.

Ability to build long lasting professional relationships with colleagues and Clients alike.

Proficient in Microsoft Office applications.

Results orientated and client focused.

Strong team player who works collaboratively with others.

Strong planning, organisational and problem-solving skills.

What we offer you:

Bring your ideas. Build your future. At FIS, you’ll find the support, resources and opportunities to develop your career while helping shape the future of financial technology.

We offer:

• Internal career growth opportunities
• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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