About the Opportunity

Job Type: Fixed Term Contractor

Contract duration : 12 months.

Application Deadline: 06 July 2024

Job Description

                                                                                                                     

Title: Bereavement Services Associate/ Senior Associate                      

Department: Client Services    

Location: Kingswood Fields

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

The successful candidate will need to possess strong technical skills and illustrate excellent interpersonal skills in order to ensure that all Legals functions are completed before the internal departmental deadlines. The candidate will also need to have good prioritisation skills so that they can adapt quickly to changing circumstances, and support the many departmental projects that the team are involved in. The role involves close liaison with many departments within Fidelity as well as a number of external contacts. Being accurate and having a methodical approach to work is critical.

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 wit