Primary responsibility for handling client and adviser queries by phone and email both accurately and in a timely manner, ensuring any follow-up work is completed. Additionally, I monitor and report on inbound call volumes and team performance.Responsible for ensuring complaints are correctly identified and recorded, assisting with the investigation and response which is sent following a complaint.Provide assistance with a range of other processes as needed including client onboarding and AML checks, placing trades, and processing transfers.Provide training for new starters on product knowledge, technical knowledge, and both written and verbal communication.Arrange and assist with training for other members of the operations team in recognising and handling complaints.

Investigating complaints referred to the Ombudsman service, specialising in pensions and investment. I also investigated complaints relating to a range of general products and services including banking and current accounts, mortgages, insurance, and consumer creditMaintaining awareness of the regulations which relate to both the way the complaint has been handled and also the subject matter of the complaint.Consider all aspects of the complaint and understand them in great detail but be able to explain it to both the consumer and the business in a way that is clear, concise and persuasive.

Customer services associate, currently working in the Enhanced Service Team. I have responsibility for providing technical support to the key accounts within Fidelity's adviser service, FundsNetwork.Having joined Fidelity in March 2013 I was assigned to the Brokerline team which provides support and assistance to financial advisers. In the spring of 2014 I moved to the Key Accounts team who provide this service and additional services to large firms and institutional investors.In addition to this, I am engaged with various other ad hoc projects and initiatives, most frequently involving the way in which we communicate information both internally and externally with a wide variety of stakeholders.