Resolutions Associate

About the Opportunity

**Job Type**: Permanent

Application Deadline: 23 March 2023

**Job Description**:
Title Associate

Department Resolutions

Location Kingswood, Surrey

Reports To Team Manager

Level Associate (2/3)

We help our clients invest for the future and to live the lives they want to lead. It’s a responsibility we take seriously and it inspires us to do the right thing. Not just for our clients, but for each other and the world around us too. So, join Resolutions and feel like you’re part of something bigger.

About your team

Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight.

About your role

You’ll be responsible for investigating, resolving and responding to complaints which could carry a financial, regulatory or reputational implication for the business. The role of a complaint handler is key to help drive client centric change within the business through solid reasoning and accurate audit of all complaint cases

Key responsibilities include (but not limited to):

- Deal with all complaint cases you’re assigned to agreed business standards & in line with regulations
- Communicate effectively with clients over the phone & in writing
- Use all available sources of information to fully explore complaints, identify errors and resolve them satisfactorily
- Support Fidelity’s Treating Customers Fairly framework, ensuring concerns are promptly reported
- Escalate matters that have regulatory / reputational / financial risk
- Ensure the reputation and business integrity of Fidelity is upheld at all times
- Work collaboratively with colleagues, sharing specialist knowledge and skills within the business to improve the customer experience

About you

Experience & Qualifications required:

- Relevant UK financial services background, including formal complaint handling experience
- IOC1 to be completed within 4 years of start date (if not already held) (Retail)
- FA2 and CF1 qualifications preferable, or willingness to work towards them (WI)
- Ability to influence & negotiate at all levels
- Good interpersonal skills with the ability to communicate effectively and appropriately with internal and external customers, verbally and in writing
- Experienced user of Microsoft Office - Word, Outlook and Excel
- Commitment, professionalism & maturity

Feel rewarded