Job Description:
Job Title – Senior Process Specialist
The Purpose of This Role
Under general supervision, the associate will be responsible for accurate and timely processing of onshore customer inquiries received through Customer Service Group or online request in a multi-client environment. Associate must understand fidelity systems, learn and process financial transactions on respective client database. They should also work closely with upstream and downstream processes for the overall service to the end client / participant.
The Value You Deliver
Working and resolving onshore customer inquiries received through Customer Service Group or online request.
Identifying the system issues and fixing the same within the defined timeliness and accuracy standards.
Provide support to internal client focusing teams (Issue Resolution, Audit & Control, Client Service Manager’s etc.)
Work towards building functional knowledge and serving as the subject matter expert on assigned clients;
High quality of work with strong customer orientation.
Ensure timely completion of transaction based on the turnaround agreed on the request type
Ensure accurate and timely processing of work items.
Contribute to the team environment and overall effective services provided to Fidelity’s client base.
Take initiative to undergo training to enhance their individual job performance.
Validating and provide inputs to update User Procedure Documentation (UPD).
Provide back-up coverage for other transaction processors, as needed
The Skills that are Key to this role
Technical / Behavioral
Excellent verbal and written communication skills required.
Diverse Experience in handing onshore clients
Strong Comprehension skills. Good at interpretation of plan documents.
Strong Problem Solving Skills and implementing solutions
Good at numbers (numerical ability)
Logical reasoning and Analytical thinking
Service mid set – Customer or Participant focus
Strong PC Software skills (i.e. Excel, Outlook and Word)
Strong organizational skills and attention to detail
Ability to learn and adapt to changes and new processes
Motivated and committed to excellence; positive attitude and “can do” work ethic.
The Skills that are Good To Have for this role
Adapt to change
Be flexible with workload and accommodate internal and external client needs
Willingness to work in “Night Shifts”
Work in a team environment
How Your Work Impacts the Organization
Contact
Purpose
Frequency
Client Service Manager
Assists with Client Issues/Inquiries specific to calculations
Daily
Operations Deliver Leader
Assists with Client Issues/Inquiries specific to calculations
Daily
Employee Resolution
Assists with Client Issues/Inquiries specific to calculations
Daily
Onshore Calculation Team
Uses subject matter expertise in training offshore associates and provide resolution
As needed
Retirement Initiation
Assists with inquiries; Identifies gaps in processes and works with team to resolve them
Daily
Disbursements
Assists on making the payments to the customer/participant
Weekly
No direct interaction with customers/participant except the communication provided through letters for customer queries.
The Expertise We’re Looking For
Bachelor’s Degree (Mathematics, Finance or Business) or equivalent is mandatory
Actuarial background is preferred
Location : Chennai
Shift timings: 1:00 pm - 10:00pm