Associate Bereavement Hub

About the Opportunity

**Job Type**: Permanent

Title: Bereavement Services Associate/ Senior Associate

Department: Client Services

Location: Kingswood Fields/Dublin

Reports To: Team Lead

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 Services team are responsible for:

- The processing of all Legal correspondence in relation to registering clients as deceased, Power of Attorney, Court of Protection, Name change and Corporate/Trust business.
- Generating confirmation letters used to return original and certified legal documentation.
- Providing our customers with the necessary forms and information and guiding them through the process of legal registration.
- Preparing the accounts and providing dealing with the necessary information for redemption and reinvestment instructions
- The maintenance of accounts for Trust business.
- The resolution of any queries relating to unclear client instructions by phone and letter

We have exposure across all Fidelity products including Offshore, FundsNetwork and Investment Trusts. This area is very heavily regulated by internal and external influences, including: OAA, Compliance, Inland Revenue, FSA and DPA.

About your role

As part of our commitment to Treating Customers Fairly (TCF), you will be expected to fully adhere to and follow set procedures which are in place, ensuring that all customers we have contact with receive the highest level of customer service, on a consistent basis. It will also be essential that you fully understand what the 6 TCF principles are and how they affect your work, ensuing that any client comments are feedback to you for consideration. This will enable us to continuously review our adherence to the outcomes and identify any issues with our procedures, documentation, marketing or products.

Key Responsibilities
- Performing all legal processing and verification tasks including, First Notification of Death, GoP and POAs
- Resolution of NIGOs via phone or letter (contacting clients, IFAs and Solicitors)
- Dealing with any queries from other areas, monitoring department mailboxes, legal hotline and PLECI Queue
- General Account administration and preparing redemption and reinvestment instructions for Dealing
- Stock Transfer preparation, including account creation
- Account clean up activity including unclaimed assets, un-cashed cheques on deceased accounts and control reports
- To ensure timely, pro-active and high quality service delivery through close liaison with all departments within Fidelity
- Accurately record information provided by customers on account memos and recorded lines for clear audit trail
- Accurately recording daily statistics to enable monitoring of department efficiency and volumes received
- Working to agreed deadlines
- Building relationships with internal customers
- Assisting with new and ongoing departmental projects
- To carry out department Testing, ongoing project work and support implementation health checks
- General administration duties i.e. post sort and distribution
- Participate in regular review of departmental procedures/workflow documents

About you
- PC literate with good keyboard skills
- Accurate and fast processing skills, with an ability to work with numbers
- Good letter writing skills
- Ability to deliver and meet tight deadlines
- Attention to detail
- Ability to work under pressure
- 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
- Previous experience of teamwork desired
- Excel & Word skills
- Telephone experience, good communication skills

Regulatory obligations

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