Customer Support Specialist

Job Description:

Are you ready to Launch into a career at Fidelity? 

If so, please consider joining our customer service team in Merrimack, NH.  This role requires a consistent balance of remote and on-site participation in our Merrimack office.  Please be mindful of commute distance when considering applying. 

Fidelity is looking for Bi-lingual phone associates interested in a career opportunity to service our customers in Spanish.  We have multiple Spanish teams that provide financial support to our customers world-wide.  All training and onboarding support is provided in English, with the possibility of joining our Spanish teams once proficient in servicing calls in English.  If you are comfortable having conversations over the phone in either English or Spanish, this opportunity is for YOU.

Our Career Development experience is a springboard to an amazing career in which you change the lives of customers Along with the Fidelity benefits and support we provide; it could change yours as well.  Here are a few featured benefits (not all benefits are listed) Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) with match, Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Commuter Benefit Program, Backup Dependent Care, Charitable match, Concierge Services, Wellness Program, and Fitness Reimbursement.

In this Customer Service role, you will help customers feel more confident, make clearer decisions, and achieve their own financial dreams. You'll assist with a broad range of needs including answering questions about their account balance and helping to make withdrawals, transfer funds, or find resources. We commit to investing in you by strengthening your skills, experiences and connections that will help advance your career at Fidelity.

The Customer Service role is similar to Entry Level Customer Service, Contact Center Representative, Customer Service Representative and Customer Support Representative roles.

How it works …

• Join a cohort of associates in a Customer Service role and during the first six months, spend time training to become a Financial Customer Associate.  In this phase, you will start with basic customer calls and progress to more sophisticated calls and/or digital channels (e.g. email, live chat, etc.) related to our clients 401K plans.
• In the subsequent months, continue supporting customers through potentially multiple channels to develop and hone your skills. There will be time in the day (away from the phones) to join team activities, get well-being support, and career coaching.   There also is an option to acquire your FINRA Series 7 and 63 licenses depending on Career Path.

Advantages of the program …

• Onboarding & Experiential Learning: Training within an industry-leading program will fully prepare you to develop the skills needed to engage with customers, while we will provide enrichment activities that will help “invest in you”.
• Rewards & Recognition: Your achievements will be celebrated as you progress through the program.
• Career Coaching: A Career Coach will help you understand the array of career opportunities at Fidelity, identify a career path that fits your interests, passions, and strengths, and chart a course to help you grow.
• This is a full-time hourly contact center position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.

Skills You Bring

• Ability to establish rapport and relationships through effective communication
• Listening and compassion skills to support the challenges of our diverse customers
• Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
• Handle a variety of situations and conversations driving towards a resolution suitable for all
• Self-motivated teammate with strong social skills who bring energy and passion to the team
• Can type 40 words per minute and pass a standard English grammar test

The Value You Deliver

• A passion for helping people
• Desire for continual learning and dedication to study and apply new concepts, learning quickly and retaining information to assist with decision-making
• Provide outstanding customer service and communication via voice or digital channels

Shifts and Hours:  Monday – Friday.   Training hours are 8:30am – 5:00pm EST and post training must be able to work an 8hr shift during the hours of 2:00pm - 10:30pm or 3:30pm – Midnight EST

Click to learn more about Training Opportunities at Fidelity (opens in a new tab) and how we support our associates

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—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

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.

We welcome those with experience in jobs such as Residential Real Estate Agent, Accounting Assistant, and Controller and others in the Accounting and Finance to apply.

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