Customer Support Associate

1 week ago

Covington, Kentucky, United States Fidelity Investments Full time

Position Overview:

Are you prepared to embark on a fulfilling career with Fidelity Investments? This position is integral to our customer support division, requiring a balanced approach of remote and in-office engagement. Please consider your commuting distance when applying.

Our Career Development program serves as a launchpad for a rewarding career where you can significantly impact the lives of our clients. Alongside the extensive benefits we offer, you may find your own life transformed as well. Some of the 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 Support role, you will empower clients 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 providing access to resources. We are committed to investing in your growth by enhancing your skills, experiences, and connections that will propel your career at Fidelity.

Program Structure:

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

Benefits of the Program:

  • Comprehensive Training: Engage in an industry-leading training program designed to equip you with the necessary skills to effectively interact with clients, complemented by enrichment activities that focus on your personal and professional development.
  • Recognition of Achievements: Your milestones will be acknowledged as you progress through the program.
  • Career Guidance: A dedicated Career Coach will assist you in exploring the diverse career opportunities at Fidelity, helping you identify a path that aligns with your interests and strengths.
  • This is a full-time hourly position that may offer additional hours based on business requirements and your availability. A finance background or degree is not a prerequisite for success in this role.

Essential Skills:

  • Ability to build rapport and foster relationships through effective communication.
  • Empathy and listening skills to assist our diverse clientele.
  • Flexibility and adaptability to thrive in various work settings (i.e., hybrid work environment, overtime, etc.).
  • Capability to navigate a range of situations and conversations, steering towards mutually beneficial resolutions.
  • Self-driven team player with strong interpersonal skills who brings enthusiasm and dedication to the team.
  • Typing proficiency of at least 40 words per minute and the ability to pass a standard English grammar assessment.

Your Contributions:

  • 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 Information:

Work Schedule: Monday - Friday. Training hours are from 8:30 AM to 5:00 PM EST, and post-training, you must be available for an 8-hour shift between 12:00 PM and 8:30 PM EST.

Company Overview:

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

Join Us:

At Fidelity, you will discover countless opportunities to cultivate a meaningful career that positively influences the lives of others, including your own. We provide flexible benefits that support you throughout your career journey, empowering you to thrive both professionally and personally. Recognized with a Glassdoor Employees' Choice Award, we have been acknowledged by our employees as a top workplace.

Fidelity's work model combines the advantages of remote work with the necessity of in-person collaboration to meet both associate and business needs. Most hybrid roles currently require associates to work onsite for a designated number of days each month.

Fidelity is an equal opportunity employer. We believe that fostering a diverse workforce is essential to our success and are committed to creating an inclusive environment.

We welcome applicants with disabilities who may require accommodations during the application or interview process.

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