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Customer Services Research Assistant

2 months ago

Durham, United States Fidelity TalentSource LLC Full time

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Customer Service Research Assistant to work in Durham, NC or Westlake, TX
This position plays a meaningful role in the Fidelity Giving Marketplace Non-Profit Outreach and Customer Support team. If you are interested in helping our donors and clients with making donations and matching gifts to thousands of non-profit organizations, both domestically and international, then you may be excellent for this position
As a team member on our diverse and inclusive team, your main responsibilities will be researching non-profits for key contacts in the charity, validate non-profit information, and initiate our outreach process in the efforts to work with the Team to enroll new charities on the platform. In addition, some secondary tasks may be to assist in providing tier 1 technical support for charities, and tier 2 product level support for our plan administrators and donor population.
The Expertise You Have

  • Associate or bachelor’s degree preferred, or equivalent work experience
  • Some experience in customer service case management
  • Personal computer proficiency required: Microsoft Office and an ability to learn other web-based applications as needed
  • Well versed in the use of internet search engines and general web site layout and capabilities
The Skills You Bring
  • Excellent communication skills, both written and verbal
  • Solid attention to detail and a strong, customer-centric focus
  • Capable of clearly understanding and articulating the value of the product to work with charities to enroll those organizations on the platform
  • You have strong organizational skills to effectively manage multiple charity enrollment research and outreach tasks, and help resolve support cases
  • You have patience, resourcefulness, and researching and investigation skills to work through perceived roadblocks to locate the information required
  • Willing to learn new things, remain flexible, and occasionally work outside of standard job responsibilities to provide value and deliver a higher degree of customer service
  • Capable of both working through assigned tasks, while also managing work with a high degree of autonomy and internal motivation
The Value You Deliver

We are a growing team on an expanding workplace giving product, including international. Helping facilitate employees of our clients to donate to their favorite charities and getting those donations and request matching gifts from their employers to the charity is what we are all about. As part of our group, you will be:

  • Researching Non-Profits to identify key charity contacts for the Non-Profit Outreach Team to streamline a charity’s enrollment on the platform and update our charity contact database.
  • Proactively pursuing alternative options to fully research the Non-Profit.
  • Detailing new questions asked, so we can build our knowledgebase of FAQs
  • Identifying and Documenting process improvements to the Team research processes and methods.
  • Own other ad-hoc projects as assigned by the team manager
  • As your experience and knowledge of the product grows, you may also be giving additional responsibilities, such as:
    • Providing a high degree of customer service through multiple channels to both our external clients and internal business partners
    • Contacting charities via phone to explain the platform and the benefits to the charity of signing up with us along with solutions to their questions
    • Responding to charity questions about the platform that come either through outbound calling efforts, or that come in through our Charity Support email inbox

Dynamic Working – Post Pandemic

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).

Company Overview

Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com

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 TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com

Information about Fidelity investments

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: 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. For information about working at Fidelity, visit FidelityCareers.com

Fidelity TalentSource'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).

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.