Client Services Research Associate

2 weeks ago

Durham, North Carolina, United States Fidelity TalentSource LLC Full time

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 collaborative 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.

As a valued member of our diverse and inclusive team, your primary responsibilities will include researching non-profits to identify key contacts, validating non-profit information, and initiating outreach efforts to collaborate with the team in enrolling new charities on the platform. Additionally, you may 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
  • Proficiency in personal computer usage: Microsoft Office and the ability to learn other web-based applications as needed
  • Familiarity with internet search engines and general website layout and capabilities
The Skills You Bring
  • Exceptional communication skills, both written and verbal
  • Strong attention to detail and a customer-centric approach
  • Ability to clearly articulate the value of the product to engage charities in the enrollment process
  • Strong organizational skills to effectively manage multiple charity enrollment research and outreach tasks
  • Patience, resourcefulness, and investigative skills to navigate challenges in locating necessary information
  • Willingness to learn, remain adaptable, and occasionally take on additional responsibilities to enhance customer service
  • Capability to work independently while managing assigned tasks with a high degree of motivation
The Value You Deliver

We are a growing team focused on an expanding workplace giving product, including international outreach. Facilitating employees of our clients to contribute to their preferred charities and assisting with matching gift requests is our mission. As part of our group, you will:
  • Research non-profits to identify key charity contacts for the Non-Profit Outreach Team, streamlining charity enrollment on the platform and updating our charity contact database.
  • Proactively explore alternative options to thoroughly research non-profits.
  • Document new inquiries to enhance our knowledge base of FAQs.
  • Identify and document process improvements to enhance team research methodologies.
  • Manage other ad-hoc projects as assigned by the team manager.
  • As your experience and knowledge of the product grow, you may also take on additional responsibilities, such as:
    • Delivering a high level of customer service through various channels to both external clients and internal business partners.
    • Contacting charities via phone to explain the platform and its benefits, addressing their inquiries.
    • Responding to charity questions about the platform that arise from outreach efforts or through our support channels.



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.


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 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 our website.

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.

Fidelity Investments and Fidelity TalentSource are equal opportunity employers.

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