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Service Engagement Associate

2 months ago

Durham, North Carolina, United States Fidelity Investments Full time

Customer Service Associate

Job Overview:

Are you eager to embark on a career that significantly impacts the lives of others? If so, consider becoming a part of our dedicated team. We are seeking individuals who possess a genuine passion for assisting others.

This position is a full-time, phone-based customer service role, and a background in finance is not a prerequisite for success. We value individuals who can empathize with and connect with our clients.

Training and Work Schedule:

Our comprehensive training program spans eight to nine weeks, during which you will receive the necessary resources to thrive. As a member of a hiring cohort, you will also benefit from a supportive peer network.

Work hours are Monday through Friday, with training sessions from 8:30 AM to 5:00 PM. After training, you will be expected to work an 8-hour shift, primarily between 12:00 PM and 8:30 PM.

Key Responsibilities:

  • Build rapport and demonstrate empathy towards customers, ensuring they feel valued.
  • Assist clients with professionalism while adhering to measurable business objectives.
  • Utilize internal resources effectively to find optimal solutions for clients.
  • Exhibit exceptional customer service skills, showing perseverance in resolving issues and accurately processing transactions.
  • Clearly define problems and raise concerns when necessary.
  • Take initiative to acquire the knowledge needed to resolve customer inquiries effectively.
  • Represent the company's voice to our customers and contribute to our Quality Improvement Process.

Qualifications:

A degree or equivalent experience in customer service is advantageous. For those without a degree but interested in pursuing one, our company offers tuition reimbursement programs to support your educational goals.

Essential skills include:

  • Strong listening and empathy skills to assist our diverse clientele.
  • Excellent verbal and written communication abilities.
  • A service-oriented mindset and a commitment to teamwork.
  • Proficiency in personal computer usage.
  • Proactive problem-solving capabilities.
  • Adaptability to thrive in various work environments.
  • Ability to manage challenging situations and conversations.
  • Effective questioning techniques to uncover hidden customer needs.

Career Development Opportunities:

As a successful Customer Service Associate, you will have the chance to explore various career paths. Your manager will collaborate with you to identify your career objectives and create a plan to achieve your individual goals.

Company Overview:

At Fidelity Investments, our clients are at the core of everything we do. With a rich history spanning 75 years, our mission has consistently been to enhance the financial well-being of our clients. We assist individuals in investing and planning for their futures, support organizations in providing employee benefits, and offer investment and technology solutions to institutions and independent advisors.

Join Us:

At Fidelity, you will discover numerous opportunities to build a meaningful career that positively influences the lives of others, including your own. We provide flexible benefits that support you at every stage of your career, empowering you to excel both professionally and personally. We welcome individuals from diverse backgrounds and perspectives to help us innovate and make a difference for our clients and communities.