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Financial Services Customer Representative

2 months ago

Westlake, Ohio, United States Fidelity TalentSource LLC Full time



Position Overview:

Are you prepared to embark on a rewarding career with Fidelity?

This position involves a blend of remote and in-office engagement, requiring your presence at our designated location. Consider your commuting options 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 significantly enhance your own life. 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 role, 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, such as addressing inquiries regarding account balances, facilitating withdrawals, transferring funds, and directing clients to appropriate resources. We are committed to investing in your growth by enhancing your skills, experiences, and professional connections that will propel your career at Fidelity.

The Customer Service position aligns with roles such as Entry-Level Customer Service, Contact Center Representative, Customer Service Representative, and Customer Support Representative.

Program Structure:

  • Initially, you will be part of a cohort of associates in a Customer Service capacity, dedicating the first six months to training as a Financial Customer Associate. During this phase, you will start with basic customer interactions and gradually progress 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, developing and refining your skills. There will be designated time for team activities, well-being support, and career coaching. Additionally, there is an opportunity to obtain your FINRA Series 7 and 63 licenses based on your career trajectory.

Program Benefits:

  • Comprehensive Training & Learning Experience: Participate in an industry-leading training program designed to equip you with the necessary skills to engage effectively with customers, complemented by enrichment activities aimed at your professional development.
  • Recognition & Rewards: Your accomplishments will be acknowledged as you advance through the program.
  • Career Guidance: A dedicated Career Coach will assist you in exploring the diverse career paths available at Fidelity, helping you identify a trajectory that aligns with your interests, passions, and strengths.
  • This is a full-time hourly position within a contact center, with the potential for additional hours based on business requirements and your availability. A finance background or degree is not a prerequisite for success in this role.

Required Skills:

  • Ability to build rapport and relationships through effective communication.
  • Listening and empathy skills to assist our diverse clientele.
  • Flexibility and adaptability to thrive in various work settings (i.e., balancing remote and in-office work, overtime, etc.).
  • Capability to manage a variety of situations and discussions, steering towards mutually beneficial resolutions.
  • Self-driven team player with strong interpersonal skills who brings enthusiasm and dedication to the team.
  • Typing proficiency of 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 for effective decision-making.
  • Delivering exceptional customer service and communication through voice or digital platforms.

Work Schedule: Monday to Friday. Training hours are from 8:30 AM to 5:00 PM CST, and post-training, you must be available for an 8-hour shift between 7:30 AM and 11:00 PM CST.

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-profit organizations in providing employee benefits, and offer institutions and independent advisors investment and technology solutions to manage their clients' funds.

At Fidelity, you will discover numerous 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 excel both professionally and personally. Recognized with a Glassdoor Employees' Choice Award, we have been honored as a top 10 Best Place to Work in 2024. You do not need a finance background to thrive at Fidelity; we offer various learning opportunities to help you build the career you envision.

Fidelity's working model combines the advantages of remote work with maximizing in-person collaboration to meet both associate and business needs. We value honesty, integrity, and the safety of our associates and clients within a highly regulated environment. Certain positions may require candidates to undergo a preliminary credit check during the screening process. Candidates receiving a Fidelity offer will be subject to a background investigation, which may include a review of criminal history, civil litigations, regulatory compliance, employment history, education verification, and credit assessment (role-dependent). Where permitted by law, Fidelity may also conduct a pre-employment drug screening.

We invite you to explore your potential with Fidelity Investments, an equal opportunity employer committed to fostering a diverse workforce through a culture of inclusion and belonging.

Fidelity is dedicated to accommodating applicants with disabilities who require adjustments to participate in the application or interview process.