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Platform Support Representative

3 months ago

Smithfield, United States Fidelity TalentSource LLC Full time



Job Description:

Do you like solving puzzles and working in a team environment? Are you a diligent person interested in helping others make the most out of current technology? As a Platform Support Representative you will have the opportunity to do this and more.

The Role

As a Platform Support Representative you will provide phone support for our Institutional clients, including Registered Investment Advisors (RIAs), and Broker Dealers, to triage technology related issues in a fast-paced environment. You will also be responsible for providing subject matter expertise on our web-based platforms, Wealthscape & Wealthscape Investor. You will be expected to carry a problem from introduction to resolution, work on projects and blocking issues, and leverage strategic partnerships across the firm.

The Expertise You Have

  • 2+ years of a Phone Customer Service role, highly desired
  • Bachelor s degree preferred
  • Work experience and strong eye for business required
  • Financial Services experience preferred
  • Knowledge of Fidelity s products and services desirable

The Skills You Bring

  • Superior customer service and phone skills
  • Excellent writing and verbal communication skills.
  • Good understanding of technology, especially as it relates to problem solving.
  • Ability and desire to work in a team environment.
  • You exemplify strong social skills and customer service approach to solving problems
  • You are able to multitask, prioritize, problem solve, be adaptable, and make decisions.

The Value You Deliver

  • Enhancing our clients technology experience
  • Provide first and second level phone support for technology products
  • Serve as Subject Matter Authorities (SMEs) for our web-based platforms
  • Connect our clients to the best solution or answer
  • Improving operational efficiencies
  • Educate clients to be self-sufficient
  • Share standard methodologies with team members
  • Work with team lead or management to improve team operational efficiency
  • Challenge the status quo
  • Serving as an internal advocate
  • Voice of the client to Service, Technology, Product, etc.
  • Proactively identify areas of improvement
  • Identify risk for our clients and the firm
  • Being a standout colleague
  • Supply to department level goals, projects, and initiatives
  • Mentor junior level associates and share advantageous information/successes across regions
  • Provide coverage for team members

The Team

Fidelity Institutional provides superior customer service to Fidelity's Custody and Clearing clients through innovation, dedication, and commitment to excellence. A Platform Support Consultant ensures a seamless and robust experience for our clients by providing point of contact expertise for the entire suite of online products offered by FI, including the Wealthscape and Wealthscape Investor platforms and supporting the effort to build trust, loyalty, and satisfaction.





Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.