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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 role involves a blend of remote and in-office engagement. It is essential to consider commute distance when applying.

Our Career Development program serves as a launchpad for a fulfilling career where you can make a significant impact on customers' lives. In addition to the extensive benefits we offer, this opportunity could transform your career as well. Some 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 Service position, you will empower customers to feel more secure, 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 resources.

The Customer Service role is akin to Entry-Level Customer Service, Contact Center Representative, Customer Service Representative, and Customer Support Representative positions.

Program Structure:

  • Initially, you will join a cohort of associates in a Customer Service role, dedicating the first six months to training as a Financial Customer Associate. This phase will start with basic customer interactions and advance to more complex inquiries and digital communication channels (e.g., email, live chat) related to clients' 401K plans.
  • In the following months, you will continue to assist customers through various channels, enhancing your skills. There will be opportunities for team activities, well-being support, and career coaching. Additionally, you may have the chance to obtain your FINRA Series 7 and 63 licenses based on your career trajectory.

Program Benefits:

  • Comprehensive Training: Participate in an industry-leading training program designed to equip you with the necessary skills to engage effectively with customers, complemented by enrichment activities to enhance your 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 various career paths at Fidelity, aligning your interests and strengths with suitable opportunities.
  • 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 necessary for success in this role.

Essential Skills:

  • Ability to build rapport and foster relationships through effective communication.
  • Empathy and listening skills to address the diverse challenges faced by our customers.
  • Flexibility and adaptability to thrive in different work environments (e.g., balancing remote and in-office work, overtime, etc.).
  • Capability to manage various situations and conversations, steering them 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.
  • 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-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 lives, including your own. We provide flexible benefits that support you throughout your career journey, enabling you to thrive both professionally and personally. Recognized as a top workplace, we value honesty, integrity, and the safety of our associates and clients in a highly regulated industry. We are committed to building a diverse workforce and fostering an inclusive culture.