Assistant Manager - Client Services

About the OpportunityJob Type: Permanent

Application Deadline: 31 March 2025

Title                 Assistant Manager Technical Client Services

Department      Client Services

Location          Kronberg - Germany

Reports To       Senior Manager Technical Client Services

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 team and feel like you’re part of something bigger.

About your team:

The German Client Services department is part of global Personal Investing and Advisory Client Services structure. 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 for our employees helping to retain great talent within the organisation.

About your role :

As part of the team, you will be responsible for answering our clients' and advisors' complaints and tax enquiries in an expeditious and complete manner. You will need to develop an understanding of all key processes within the bank as well as our approach to communication. Our key focus is to provide our clients with a First-Class service, no matter how they interact with us.

Key Responsibilities :

• Research and response to complaints of all kinds, including very sensitive complaints such as those addressed to the Federal Financial Supervisory Authority (BaFin) and the Ombudsman
• Complaint Management: Analysis of the reasons for complaints, elaboration and implementation of improvement proposals for complaint avoidance, improvement of the customer experience and system optimisations
• Clarifying and answering enquiries and complaints on tax topics
• Reporting risks and potential claims
• NPS - Net Promoter Score surveys, analysis of feedback, pro-active contact with our advisors

About you :

• Preferably completed banking training or studies in the field of finance
• Preferably several years of professional experience in the securities or investment fund business
• Experience in complaint management, in dealing with sensitive cases and in answering tax questions is an advantage
• Professional skills in correspondence with clients, asset managers and sales partners
• Excellent teamplayer with a high degree of customer and service orientation
• English knowledge in language and writing
• Close native or native level of German

Gerne können Sie sich hier auch auf deutsch bewerben

Feel rewarded:

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

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