Assistant Manager Technical Client Service

Assistant Manager Technical Client Service

We are proud to have helped our clients build a better financial future for over 50 years. How have we achieved this? By working together and supporting each other all around the world. Join our team and feel as part of something bigger.

The German Client Services Unit is part of the global Personal Investing and Advisory Client Services structure. Customer expectations are always higher, and the Client Services department is a key player in customer care. The department's vision is to provide a seamless, connected experience to our clients and advisors, no matter how they wish to interact. Our task is to support our clients and advisors with help, expertise, and guidance, building strong relationships to strengthen trust in our company. We play an important role in the growth and development of the company by actively promoting our products and services within these interactions. The way we work is also key to creating a high level of engagement and job satisfaction for our employees, helping to foster and develop great talent in the company.

As part of the team, you will be responsible for responding to complaints and tax inquiries from our clients and advisors promptly and thoroughly. You must develop an understanding of all important processes within the bank and our communication approach. Our main focus is to provide our clients with first-class service, no matter how they contact us.

Your key responsibilities include:

• Full resolution of various complaints, including sensitive and complex issues with special care and high customer orientation, including complaints addressed to the Federal Financial Supervisory Authority (BaFin), the ombudsman, or our management
• Development and support of improvement proposals for complaint avoidance, customer experience enhancement, and optimization of internal processes and systems
• Answering inquiries related to tax issues with support from the relevant department
• Participation in innovative and varied projects on new products, processes, technologies, continuous improvement of our communication channels, and customer service
• Testing systems and applications in a collaborative environment
• NPS - Net Promoter Score satisfaction surveys: analysis of feedback, proactive contact with participating advisors
• Creation and timely submission of all complaint reports, including the annual BaFin complaint report, and continuous development of our reporting

About you:

• Professional skills in correspondence with clients, asset managers, and distributors
• Preferably several years of experience in securities or investment fund business
• Excellent team player with high customer and service orientation
• Experience in handling complaints and dealing with sensitive cases
• Experience in evaluating tax issues is advantageous
• Preferably completed banking education or finance-related degree
• Fluent in German

We offer you a comprehensive benefits package and value your well-being and support your development. We are as flexible as possible when it comes to where and when you work - we find a balance that works for all of us. All this is part of our commitment to make you feel motivated and enjoy being part of our team. Learn more about our work, our approach to dynamic working, and how you can shape your future with us at careers.fidelityinternational.com.

Please note that we are committed to providing equal opportunities for all applicants, regardless of their background or identity. We value diversity and strive to create an inclusive environment where everyone can thrive and contribute their unique skills.