LIC Relationship Associate

Title                 LIC Relationship Associate

Department      Wealth and Guidance - Investor Servicing

Location          London Investor Centre

Reports To       Senior Manager - Wealth and Guidance

Level                Level 3 Associate

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our team and feel like you’re part of something bigger.

Our clients come from all walks of life and so do we.  We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and more.

As a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and  would  welcome  a  conversation  with  you  if  you  feel  you  might  benefit  from  any  reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

About your team

Fidelity Wealth and Guidance is an expanding and exciting area of Investor Servicing. The London Investor Centre (LIC) is integral to the Guidance and Advice business as a walk-in branch for existing and new customers who invest with Fidelity. The LIC facilitates space for customers to meet their Relationship Team or Adviser as well as providing educational seminars to support customers with making informed financial decisions. The Wealth and Guidance team support a range of customers from those who walk in with queries to those who have assets over £250,000 and qualify for our wealth management service.

About your role
 

The LIC Relationship Associate is responsible for supporting, guiding and retaining customers within the Wealth and Guidance business. Based in the LIC or corresponding over email, for our customers this role is about being their first point of contact when they come into the LIC or reach out for support. From supporting paperwork or account queries to being a friendly face for a coffee chat, you are there to ensure that all interactions are handled in a timely manner with a quality that exceeds customers expectations. You will also be required to look for opportunities that support business growth through face-to-face interactions and introductions to either guidance or advice teams. For you, this is about having meaningful interactions with our customers to educate them and ensure they are getting the most out of their relationship with Fidelity.

About you

• Must hold the Investment Operations Certificate (IOC)
• Be willing to be based in the Investor Centre Monday - Friday
• Be able to identify opportunities to support customers by understanding their in-depth needs
• Have a strong understanding of Fidelity products, services and systems including the website, account management
• Have a good technical understanding of pensions, ISAs and investment markets
• Should have a good understanding of risk management and working within a compliant environment for retail customers

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. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.

Roles and Responsibilities

• Greet clients who come into the LIC, process dealing instructions and complete security for advice and guidance team members
• Lead triage and setup for client services
• Lead allocation to RMs for financial coaches
• Manage multiple mailboxes across the team and respond to queries in a timely manner
• Support and process administration of a variety of initiatives ensuring customer status is maintained on a regular basis
• Day to day LIC operational readiness - meeting rooms tidy/available
• Identify opportunities to introduce wider FIL services to clients - advice/guidance intros
• Deliver strong service and highlight NPS feedback surveys
• Triage inbound correspondence and send to relevant departments for sorting
• Support customers with administrative account queries such as setting up new accounts, ID verification and resolving queries
• Provide investment guidance to clients utilising tools available on the website
• Operate from the London investor centre mailbox to respond to client queries and book meetings using chili Piper where required