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Client Support Research Associate
2 months ago
Customer Service Research Assistant
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 a dynamic environment.
This position plays a significant role in the Fidelity Giving Marketplace Non-Profit Outreach and Customer Support team. If you are passionate about assisting our donors and clients with their charitable contributions and matching gifts to numerous non-profit organizations, both domestically and internationally, then this role may be a great fit for you.
Key Responsibilities
- Conduct research on non-profits to identify key contacts within charities, validate their information, and initiate outreach efforts to enroll new organizations on the platform.
- Provide tier 1 technical support for charities and tier 2 product level support for plan administrators and donors.
- Preferred educational background includes an associate or bachelor's degree, or equivalent work experience.
- Experience in customer service case management is advantageous.
- Proficiency in personal computer applications, including Microsoft Office, and a willingness to learn additional web-based applications.
- Familiarity with internet search engines and general website navigation.
- Exceptional communication skills, both written and verbal.
- Strong attention to detail and a customer-centric approach.
- Adept at articulating the value of the product to engage charities in the enrollment process.
- Excellent organizational skills to manage multiple research and outreach tasks effectively.
- Resourceful and patient, with strong investigative skills to overcome challenges in locating necessary information.
- Open to learning new concepts and flexible in adapting to varying job responsibilities.
- Ability to work independently while maintaining motivation and focus on assigned tasks.
As part of our expanding team focused on workplace giving products, you will:
- Research non-profits to identify key contacts for the Non-Profit Outreach Team, streamlining the enrollment process and updating our charity contact database.
- Explore alternative research methods to gather comprehensive information about non-profits.
- Document new inquiries to enhance our knowledge base of frequently asked questions.
- Identify and suggest process improvements for team research methodologies.
- Manage additional projects as assigned by the team manager.
- As your expertise grows, you may also take on further responsibilities, such as:
- Delivering high-quality customer service through various communication channels to both external clients and internal partners.
- Engaging with charities via phone to explain the platform and its benefits, addressing their inquiries.
- Responding to charity questions received through outreach efforts or support channels.
Company Overview
Fidelity TalentSource serves as the in-house temporary staffing provider for Fidelity Investments, a leading global financial services firm. We embrace individuals from diverse backgrounds, including technology and customer service, to fulfill assignments across various locations. If you seek to experience Fidelity's collaborative culture while enhancing your skill set and professional network, consider a role with Fidelity TalentSource.
Commitment to Diversity
We believe that fostering an inclusive workforce is essential for attracting, developing, and retaining talent. Fidelity TalentSource is committed to accommodating applicants with disabilities who require adjustments to participate in the application or interview process.
About Fidelity Investments
At Fidelity Investments, our customers are at the core of our mission: to strengthen their financial well-being. We assist individuals in planning for their future and provide solutions for companies and non-profit organizations to deliver benefits to their employees. For more information about working at Fidelity, please explore our opportunities.
Fidelity TalentSource's working model combines remote work with in-person collaboration to meet both associate and business needs. Most hybrid roles require associates to work onsite for a designated period each month.
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.
