FTC - Associate
4 weeks ago
Description
Retail operations are a function that is responsible for ensuring the smooth functioning of a Fidelity customer’s financial or non-financial instruction. The team receives and processes a variety of customer instructions across a few product groups. The teams participate in several customer feedback loops, identifying and driving improvements to processes and client experience. The department has a wide range of responsibilities. The core activity performed by the department is to work on client’s instructions and documentations, accordingly, update and maintain client records on Fidelity systems. It also includes verifying the clients with their ID DOCS or IVC received and draft letters in case of incorrect docs, monitoring Fraud, doing checks for politically exposed and sanctions personnel. Additionally, there are couple of control reports processed by the team.
The goal for the team is:
To provide excellent customer service and represent Fidelity as a premium service provider To help retain existing customers and attract new assets by handling client requests in a professional, timely and effective manner To work as a virtual team with the Customer Operations group in the UK. To work closely with internal colleagues – Marketing, Sales, UK Operations, Customer Services, BRC and Financial Controls to ensure timely resolution of all client issues and give regular feedback To monitor, control and improve service standardsPurpose of your role
The role involves ensuring customer (both internal FIL staff and external FIL investors) instructions are dealt accurately and in timely manner. The specific set of duties will depend on which team an individual join. The individual is required to liaise with various teams across locations to ensure work is completed on time and any potential issues are escalated in a timely manner to the appropriate level of management. Along with managing the daily work, the individual would also be required to pick up additional tasks and responsibilities efficiently depending on his tenure and experience within and outside the team. The individual should demonstrate a high level of commitment to our customers and constantly aim to improve service one can provide to them by adhering to and show casing Fidelity values. The role requires highly energetic individuals who are inquisitive with a creative bent of mind and who can challenge the status quo and identify new ways of working.
Key Responsibilities (Generic)
Develop an understanding of Fidelity’s products and businesses as well as the internal and external clients To process work items within agreed service level and to the required quality levels. Ensure that Quality, Productivity and regulatory standards are adhered to. Demonstrate ownership in managing the queues to ensure that all the instructions are processed on time. To identify risks in the team proactively and drive forward ideas to mitigate these risks. Taking ownership of individual issues and ensuring that they are resolved to the satisfaction of the customer and client. Maintain confidentiality in handling client sensitive information Be able to record data accurately that could be used for relevant MI, and ability to effectively understand MI that is published and its impact on their performance To keep supervisor informed of work in progress and escalate any possible issues which will impact on the timeframe to complete To ensure knowledge of procedures are kept up to date.Key Responsibilities (Process Specific)
Initial risk assessment of new/periodic clients(trust/Corporate) to determine whether a review should be initiated. Review of all client documentation including legal documentation, source of wealth evidence and client due diligence Preparing client profiles and summaries of source of wealth Review PEP / sanction checks and media searches to identify potential high-risk factors Independently collect and review due diligence documentation and AML risk factors on client accounts. Deliver ongoing monitoring of client relationships via Periodic KYC reviews and trigger events, including AML and adverse media screening of clients. Review and approval of clients’ documentation and source of wealth information and evidence. Ensuring we have all necessary data related to the client Manage blocking and unlocking of accounts and be involved in initial/outreach client communication.Experience and Qualifications Required
Minimum qualification required is a Graduate with 1-2 years of relevant experience, preferably in Financial Services.
B. Com or an equivalent bachelor’s degree from a recognised university (for technical roles a BCA or equivalent is preferred). Candidate should ideally be aware of the AML regulations, Pep & Sanctions, Knowledge of trusts, partnerships and corporate structures would be an advantage Understanding of screening systems such as World-Check and Experian. The ability to conduct comprehensive investigation & research Ability to step back from a situation and apply a common-sense approach – sometimes unique cases arise and it’s not just a case of following a procedure. Strong risk awareness – including operational, compliance, business & reputational Good communication – effective written and verbal skills, and presentation skills with attention to details. Good computer skills with knowledge of MS Word, Excel and Power Point. Strong organizational skills. Flexible, team spirited approach with the ability to work independently Ability to work to deadlines in a demanding environment whilst maintaining consistency of work performance. Flexible to handle any ad-hoc business requirement and working in UK Retail and CE shifts. High degree of accuracy and attention to detail Demonstrates a high level of commitment to improving customer service / processes internally.Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.
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