About the Opportunity

Title                 Client Services Specialist, Hong Kong Workplace & Personal Investing

Department    Hong Kong Global Platform Solutions

Location          Hong Kong

Reports To      Client Services Senior Manager, Hong Kong Workplace & Personal Investing

Level                Associate

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 Hong Kong Global Platform Solutions Business (HKGPS) and feel like you’re part of something bigger.

About your team

Our Client Services team in Hong Kong Global Platform Solutions Business (HKGPS) is a client-focused team delivering high-quality services to our end investors, ensuring seamless operations and trusted support across all client touchpoints, directly impacting customer experience and service reliability in Hong Kong. 

About your role
This Client Services Officer supports the delivery of exceptional client service to Fidelity’s end investors. The incumbent will handle client enquiries via phone, email, and face-to-face interactions, provide accurate and timely support, resolve service requests, and contribute to operational excellence. The role also supports business initiatives and projects to enhance the overall client experience across all client touchpoints. 

About you

Key Responsibilities 

• Deliver exceptional client service to Personal Investing and/or Pension clients through multiple channels, including telephone, email, and face-to-face interactions with walk-in clients.  

• Handle client enquiries, phone dealing, service requests, and account-related matters in a timely, accurate, and professional manner.  

• Manage client correspondence, case management, and complaint resolution, ensuring a positive client experience.  

• Follow up on Not-In-Good-Order (NIGO) applications and instructions to ensure timely resolution and completion.  

• Support daily operational and administrative activities to ensure efficient delivery of client services and business operations.  

• Meet agreed service standards, quality benchmarks, and turnaround times while maintaining a high level of accuracy.

Experience and Qualifications Required 

• University graduate in Business, Finance, Communications, or a related discipline.  

• Minimum 3 years’ experience in client servicing, customer service, or operations within the financial services industry; experience in mutual funds is preferred. MPF/eMPF knowledge is a nice to have. 

• SFC and/or MPFA registration is required, or willingness to obtain relevant licences within 3 months after onboarding.  

• Proven experience in handling client enquiries through multiple channels, including telephone, email, and face-to-face interactions.  

• Strong client-centric mindset with a passion for delivering exceptional service and building trusted client relationships.  

• Excellent verbal and written communication skills in English, Cantonese, and Mandarin.  

• Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.  

• Strong problem-solving, interpersonal, and stakeholder management skills.  

• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.  

• Positive, proactive, and adaptable team player with a continuous improvement mindset.  

• Knowledge of Hong Kong pension, MPF, personal investing, or wealth management products and operations would be an advantage. 

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.