Associate Level 1

About the Opportunity

**Job Type**: Permanent

Application Deadline: 04 August 2023

**Job Description**:
Title: Bereavement Services - Associate / Senior Associate - Bereavement WI & SIPP

Department: Client Services

Location: Surrey - Lower Kingswood

Reports To: Assistant Manager

About Fidelity International

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 Client Services team and feel like you’re part of something bigger.

About your team

Customer expectations are ever growing in demands and the Client Services area is a key player in providing first line customer care. The vision of the department is to deliver a seamless, joined up experience to our customers and advisers when they want it, however they want it. Our role is to provide our clients and advisers with help, expertise and guidance on a range of queries using the interactions to build strong relationships to develop trust in our business. We provide an important role in growing and evolving the business through active promotion of our products and services within these interactions. The way we operate is also key to creating a high level of engagement and job satisfaction from our employees helping to retain great talent within the organisation.

The Bereavement WI & SIPP, who are part of the Bereavement Hub, support and maintain the end
- to-end process for bereavement for SIPP clients and WI Clients and their members. This is a full service including specialist support to trustees, executors and members and SIPP clients.

About your role
- Process and / or check sales and / or information packs, and other ad-hoc requests, across the bereavement journey
- Be a part of a dynamic team, each of whom is considerate of, and engages with delivery of overall team and customer requirements

Key Responsibilities
- Accurately processing financial transactions for bereavement cases.
- Ensure all allocated work is processed or checked in a timely manner, working towards set targets whilst also avoiding exposure to unnecessary risks in market movements when dealing with financial transactions, or processing invoices and sales.
- To check work with a high level of accuracy and consistency whilst also working at a productive pace.
- Adherence to team Key Performance Indicators including quality, productivity, error rates, and contribution above business as usual (BAU) objectives.
- To have a pro-active, flexible approach with regard to types of tasks to be completed and queries to respond to
- To have engagement with non-BAU activities such as mailbox management and raising innovative ideas to improve process efficiencies.
- Ability to organise the day to day planning of workload for yourself and for the wider team as required - a dynamic and proactive approach is expected with individuals having consideration for the overall team objectives.
- To support other team members with queries in the absence of managers.
- To support management gathering data to be used for reporting.
- Contribution towards keeping all internal materials used across teams up-to-date and providing your manager with relevant feedback regarding training materials, with a view of making training inclusive of all learning styles.

About you

You should be an enthusiastic, engaged and driven individual, who has a desire to achieve outcomes at a team level. You should be inquisitive and questioning, with a desire to learn, whilst also being able to operate with logic and practicality.
- Flexible and Adaptable - responds rapidly to changing agendas. Able to re-prioritise and organise effectively, at an individual and team level
- Communicator - good written and verbal skills, with excellent attention to detail. Emphasis on communicating face-face where possible
- Decision Maker - a proactive problem solver who is solution orientated with a good use of initiative
- Numerate and computer literate - Mathematically minded along with Excel, Word and PowerPoint skills
- Accuracy - Attention to detail in all aspects of service delivery, documentation and reporting
- The ability to question internal processes and encourage improvement
- Digitally Focused - align with a technology first way of working that will enhance the departments' efficiency
- Developmental Drive - exhibit passion regarding your own development & comfortable with constructive-feedback
- Prior pension administration experience / knowledge
- Prior experience in Bereavement within Workplace Pensions and SIPP
- Previous experience of Workflow and Image Systems would be an advantage, but not essential
- A flexible and mature approach to work is essential
- Self-motivated

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