Client Services Assistant

At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective.  Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion.  Fitch’s Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences.  Fitch’s ERGs are available to connect employees with others within the organization to offer professional and personal support.

With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.

Fitch Learning partners with clients to deepen knowledge, develop skills and enhance conduct, delivering positive business outcomes. We have centers in established financial hubs including London, New York, Singapore, Dubai and Hong Kong. We are committed to understanding complex client needs across fast paced financial markets, globally. Our learning solutions encompass expert faculty, e-learning, coaching and blended candidate assessments, improving individual contribution and collective business performance.

Client Services Assistant

London, UK

Hybrid: minimum 2 days in London office

Company Brief

Fitch Learning is a leader in financial services training. With unrivaled breadth and depth of training, the company delivers learning solutions for apprentices and graduates, to those with 10+ years’ experience in Financial Services.   A truly global company we have offices in New York, Chicago, London, Singapore, Hong Kong and Dubai, providing services to many of worlds to banks and financial institutions.

Fitch Learning is part of the wider Fitch Group which includes; Fitch Ratings and Fitch Solutions. Agile and fast paced we are able to tailor our solutions to a wide range of Financial Services clients with operations in more than 30 countries.

We’re looking for individuals with drive, flexibility and passion to help us deliver a world class service to our clients. In return, Fitch Learning offers a fast paced, start-up like environment with considerable financial backing and stability that you associate with a larger corporate. It’s a place where you can really make a difference and progress in your career.  

Role Purpose

The purpose of this role is to support Fitch Learning’s clients and delegates studying for professional qualifications, through excellent, responsive service and a professional, client-first approach.  With clearly defined service level expectations and operational objectives, the role of a Client Services Assistant is to ensure that our delegates and clients are provided with advice and support during their learning journey through an omni-channel model including phone, email and live chat.  The Client Services Assistant is often the first point of contact for our delegates, so you can make a big impact to their learning journey and experience with Fitch Learning.

Role Responsibilities

Managing client and delegate enquiries as part of an enthusiastic Client Services team, you’ll be working with high volumes of transactional activities.  You’ll process course and exam bookings, resit requests and any exam or course changes, including processing card transactions for delegates, all within a Service Level framework and with ongoing support from colleagues and product specialists.

Core responsibilities for the Client Services Assistant include:

• Managing delegate registrations for training courses and exams both from Fitch Learning corporate clients and independent delegates.
• Responding to delegate and client queries via a range of communication channels.
• Working with a designated Client Services Manager on key client accounts and assisting with client programmes.
• Processing changes and cancellations to courses and exams.
• Building strong relationships with clients and delegates alike.
• Providing advice to independent delegates on study options.
• Following agreed processes and policies defined by clients and examining bodies, to ensure that bookings are accurate and issued in line with client expectations.
• Work with the Fitch Learning Accounts team on any Professional Qualification invoicing queries
• Handling card payments from both independent delegates and corporate clients for additional learning items to complement their learning package.
• Work collaboratively with key examining bodies including the CISI and CFA UK to ensure we are able to service delegates’ needs effectively.
• Work with suppliers, couriers and other internal Fitch Learning teams to deliver on delegate and client requests.
• Complete team administration weekly such as sending daily reports to clients, run exam result feeds and distributing materials to delegates.
• Be an active and engaged member of a busy Client Services team and proactively support continuous service development and delivering service excellence to our clients.

Role Requirements

You will be an experienced Customer Services representative, who is used to dealing with high volumes of queries via telephone and email. As a natural team player, you will need to demonstrate the following:

• Experience of working with a range of clients.
• Experience working in a similar high-volume role with defined Service Levels and tight deadlines.
• Comfortable with data handling and reporting.
• Good working knowledge of Microsoft Office and solid experience of working with a range of IT systems.
• Excellent, professional telephone manner.
• Ability to deal with urgent requirements and sometimes challenging client conversations.
• Professionalism and consistency.
• Excellent attention to detail.
• Happy working in a fast-paced, multi-channel environment – responding to 80 -100 emails per day whilst managing other priorities such as phone calls and internal requests.
• Must be enthusiastic, proactive in approach and have the ability to remain calm under pressure.
• Experience of working in the learning sector would be advantageous.
• Some experience of working with omni-channel platforms such as ZenDesk would also be beneficial.

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Fitch Group is a global leader in financial information services with operations in more than 30 countries. Wholly owned by the Hearst Corporation, we are comprised of three main businesses: Fitch Ratings | Fitch Solutions | Fitch Learning.

For more information please visit our websites:  www.fitchratings.com | www.fitchsolutions.com | www.fitchlearning.com

Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch’s credibility and reputation, our employees must take every precaution to avoid conflicts of interests or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.

Fitch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.