Bereavement Services - Customer Service Representative

Bereavement Services - Customer Service Representative

About the Opportunity

Job Type: PermanentApplication Deadline: 02 August 2026

Title                 Bereavement Services - Customer Service Representative         

Department     Client Services

Location          Gurgaon

Reports To      Team Lead

Level                1

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

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 from our employees helping to retain great talent within the organisation.

The Bereavement Services team supports customers and their representatives through sensitive life events by managing legal correspondence, including registering deaths, Power of Attorney, Court of Protection, name changes, and trust or corporate account updates. The team provides guidance throughout the estate settlement process, prepares accounts for redemption and reinvestment activities, maintains trust accounts, and ensures customer instructions are processed accurately.

About your role
As a Customer Service Representative within our Operations team, you will play an important role in ensuring legal and administrative processes are completed accurately, efficiently, and within agreed timescales. You will be responsible for managing a variety of case work and customer requests, helping to deliver positive outcomes while meeting internal service standards and deadlines.

You will work closely with colleagues across Fidelity, managing a varied workload and contributing to team initiatives and service improvements. The role requires a high level of accuracy and attention to detail when handling customer information and completing operational processes.

As part of our commitment to Consumer Duty, you will be expected to fully adhere to and follow set procedures which are in place, ensuring that all customers we have contact with receive the highest level of customer service, on a consistent basis.

It is a regulatory requirement that you complete a professional qualification within 4 years of your start date and that you continue to maintain the regulatory knowledge and competencies for your role. The qualification is IOC1 and you can view the syllabus using the following link https://www.cisi.org/cisiweb2/cisi-website/study-with-us/operations/ioc. The company will provide the relevant support to assist in the achievement of the qualification.

About you

• PC literate with good keyboard skills
• Accurate and fast processing skills, with an ability to work with numbers
• Good letter writing skills
• Ability to deliver and meet tight deadlines
• Attention to detail
• Ability to work under pressure
• Previous experience of Workflow and Image Systems would be an advantage, but not essential
• A flexible and mature approach to work is essential
• Self-motivated
• Previous experience of teamwork desired
• Excel & Word skills

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.