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Client Support Specialist

2 months ago

Covington, United States Fidelity Investments Full time
Job Overview:

Are you prepared to embark on a rewarding career with Fidelity? If so, consider becoming a vital part of our customer service division. This position requires a blend of remote and in-office engagement at our designated location. Please consider your commuting distance when applying.

Our Career Development program serves as a launchpad for a fulfilling career where you can positively impact customers' lives. Alongside the comprehensive benefits and support we offer, this opportunity could transform your professional journey. Some highlighted benefits include: Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) with matching contributions, Health, Dental, and Vision Insurance, Disability Insurance, Paid Time Off, Commuter Benefits, Backup Dependent Care, Charitable Matching, Concierge Services, Wellness Programs, and Fitness Reimbursement.

In this Customer Service position, you will empower customers to feel more assured, make informed decisions, and realize their financial aspirations. Your responsibilities will encompass a wide array of tasks, including addressing inquiries about account balances, facilitating withdrawals, transferring funds, and connecting customers with relevant resources. We are committed to investing in your growth by enhancing your skills, experiences, and networks to propel your career at Fidelity.

The Customer Service role is akin to Entry-Level Customer Service, Call Center Representative, Customer Support Representative, and Client Services roles.

How the Program Functions:

  • As part of a cohort of new associates in Customer Service, you will undergo training to become a Financial Customer Associate during the initial six months. This phase will start with basic customer interactions and advance to more complex inquiries and digital communication channels (e.g., email, live chat, etc.) related to our clients' 401K plans.
  • In the following months, you will continue to assist customers through various channels, refining your skills. There will be dedicated time away from calls for team activities, well-being support, and career coaching. You may also have the opportunity to obtain your FINRA Series 7 and 63 licenses based on your career trajectory.

Program Advantages:

  • Onboarding & Experiential Learning: Training within a leading industry program will thoroughly equip you with the skills necessary to engage with customers, complemented by enrichment activities that focus on your development.
  • Recognition & Rewards: Your accomplishments will be acknowledged as you progress through the program.
  • Career Guidance: A Career Coach will assist you in exploring the diverse career opportunities at Fidelity, helping you identify a path that aligns with your interests, passions, and strengths.
  • This is a full-time hourly phone position that also provides the chance to work additional hours based on business needs and your availability. A finance background or degree is not required for success in this role.

Skills You Bring:

  • Ability to build rapport and relationships through effective communication.
  • Listening and empathy skills to support the diverse challenges faced by our customers.
  • Adaptability and flexibility to thrive in various work environments (i.e., balancing a hybrid work model, overtime, etc.).
  • Capable of managing a variety of situations and discussions aimed at achieving mutually beneficial resolutions.
  • Self-motivated team player with strong interpersonal skills who brings enthusiasm and dedication to the team.
  • Ability to type 40 words per minute and pass a standard English grammar assessment.

The Value You Deliver:

  • A genuine passion for assisting others.
  • A commitment to continuous learning and the ability to quickly grasp and apply new concepts to aid in decision-making.
  • Deliver exceptional customer service and communication through voice or digital platforms.

Shift Details:

Regional Center: Shifts and Hours: Monday – Friday. Training hours are 8:30 am – 5:00 pm EST, and post-training, you must be available for an 8-hour shift during the hours of 12:00 noon - 8:30 pm EST.

Company Overview:

Fidelity Investments is a privately held firm dedicated to enhancing the financial well-being of our clients. We assist individuals in investing and planning for their futures, support companies and non-profit organizations in providing benefits to their employees, and offer institutions and independent advisors investment and technology solutions to manage their clients' assets.

Join Us:

At Fidelity, you will discover countless opportunities to build a meaningful career that positively influences people's lives, including your own. You can take advantage of flexible benefits that support you throughout every stage of your career, empowering you to excel both professionally and personally. Recognized with a Glassdoor Employees' Choice Award, we have been acknowledged by our employees as a top 10 Best Place to Work in 2024. A finance background is not necessary for success at Fidelity—we provide a variety of learning opportunities to help you build the career you have always envisioned.

Fidelity's work model combines the best of remote work with maximizing in-person collaboration to meet the needs of associates and the business. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period.

At Fidelity, we prioritize honesty, integrity, and the safety of our associates and customers within a highly regulated industry. Certain positions may necessitate candidates to undergo a preliminary credit check during the screening process. Candidates receiving a Fidelity offer will be required to complete a background investigation, which may include a review of criminal history, civil litigations, regulatory compliance, employment, education, and credit history (role dependent). Where permitted by federal or state law, Fidelity may also conduct a pre-employment drug screening.

We encourage individuals with experience in roles such as Field Client Relationship Manager, Billing, Cost, and Rate Clerk, and Home Buyers Consultant, among others in Accounting and Finance, to apply.