Job title:



Job Description

Title: Customer Services Officer

Department: Hong Kong Customer Services

Reports to: Customer Services Manager

Location: Hong Kong

Job Type: Permanent

Reference number:

Internal CoE classification: Non Access

About Fidelity Worldwide Investment

Fidelity Worldwide Investment is a global leader in asset management, providing investment products and services to individuals and institutions in the UK, continental Europe, the Middle East and Asia Pacific. Established in 1969, the company has over 5,000 staff in 24 countries and manages or administers client assets of US$262.6 bn [i]. It has over 7 million customer holdings and manages more than 740 equity, fixed income, property and asset allocation funds. The company’s fund managers receive research from one of the largest proprietary research teams, based in 12 countries around the world. Fidelity Worldwide Investment is an independent asset management company which is privately owned.

Fidelity’s investment style relies on fundamental research of companies and a strict bottom-up portfolio construction discipline. This means Fidelity’s analysts and portfolio managers look closely at a company’s balance sheet and future plans; meet regularly with and question its management; and then speak to its competitors, suppliers, customers and anyone else who might give them information that helps to assess whether the investment is a good one. Every investment in every portfolio is selected on its merit and ability to contribute to a better return.

The same can be said of its employees, who are encouraged to take intelligent risk in order to make small improvements that cumulatively improve the business. Fidelity is independent, not a subsidiary of a big bank or other institution, and is privately owned. This means that it can take long-term investment decisions rather than chase the next quarterly results as a listed company might. Fidelity believes its independence is a considerable advantage that benefits its customers. 

As well as investment management, Fidelity distributes the funds of other managers through its FundsNetwork™ platform, administers pension schemes, and has interests in various other enterprises in Europe and Asia. For further information please visit

About Asia Pacific Operations / Hong Kong Customer Services

The Asia Pacific Operations Group is responsible for providing operational support to Fidelity's clients in Asia Pacific (ex. Japan), including Hong Kong, Taiwan, Korea and Singapore. The Operations Group provides phone service and account administration (account opening, account maintenance, dealing and settlement) to clients of different business channels in the region, including banks, brokerage firms, IFAs, insurance companies, high net-worth direct, retail direct, institutional and HK based Fund Managers. The product range it supports includes UCITS, SICAVS, B shares, monthly dividend funds, 3rd party funds and MPFs. In Taiwan and Korea where Fidelity has domestic funds businesses, the Operations Group is also responsible for fund administration of domestic funds. As some of the processes for the Asian clients are supported out of the UK head office, it is also the responsibility of the Operations Group to communicate with the UK Operations teams to achieve operational excellence. In addition, the Operations Group works very closely with the various Oversight Teams (Legal, Compliance, Internal Audit, Corporate Security/AML, Risk) in the region to implement Oversight requirements.

The role will focus on the retail and retirement client servicing aspects within the Asia Pacific Operations Group and be member of the Customer Services team based in Hong Kong.

Purpose of your role

To support the Fidelity hotlines and provide customer service enquiries and requests for our retail business in Hong Kong

Your key accountabilities

• Answer inbound calls

• Place phone deals with the customers

• Conduct outbound service calls

• Bring customers’ voices into the organisation

• Handle client/customer correspondence

• Handle issues relating to orders and “Not In Good Order” (NIGO) instructions

• Service walk-in clients face to face if necessary

• Perform User Acceptance Test / Healthcheck for system / applications upgrades

• Assist in ad-hoc projects / new initiatives

• Other duties assigned by the line managers

• Ability to work on multiple tasks/priorities with a strong customer service focus

• Ensure personal customer service key performance indicators are met

• Monitor quality control and risk awareness

• Resolve daily issues independently

Experience / Qualification / Key Skills / Attributes

• University graduate in business, finance, economics or a related discipline

• Excellent command of English, Cantonese and Mandarin

• Ideally 2 years’ experience in call centre, Banking or Fund Management

• An understanding of the Hong Kong MPF and pension industry.

• Registration with SFC and MPFA

• Excellent communication skills both written and oral in English and Chinese (Cantonese and Mandarin).

• Flexible & positive attitude to work

• Customer focused & service oriented

• Be a strong, positive team player interested in developing oneself and others

• Strong interpersonal and negotiation skills

• Strong problem solving skills in handling customer enquiries

• Can conduct himself/herself in a professional fit and proper manner

• Advocate Fidelity’s values internally and externally

Fidelity Values

Think like an entrepreneur

Earn the client’s trust

Act with integrity

Make it happen

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i Assets and Resources as at 31.12.11

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