Customer Service Representative II, III or IV
Fidelity Investments is one of the world’s largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms.
Customer Service Representative II, III or IV - Client Experience
Department Hours: 8:30 a.m. - 6 p.m. CST, Monday - Friday
(Various shifts exist within the overall departmental hours to ensure coverage. Shifts are at the discretion of the Team Manager Senior Director, and flexibility regarding hours is required.)
Position can be filled - Level II, III or IV (BR2N, BR3N or BR4N)
Position Description
The Fidelity Client Experience group provides superior customer service to Fidelity customers through innovation, dedication and commitment to excellence. PI Client Management (PICM) is comprised of several service teams that support Fidelity's Personal Investments associates and Retail end-clients. In addition to the fast paced, team-oriented environment, PICM is focused on providing Retail associates a single point-of-contact for consultation of complex service requests, suggestions or alternative solutions to documented processes and overall ownership of complex problems. Using various systems and online tools, PICM associates will assist Retail end-clients with various brokerage mutual fund issues.
PI Client Management associates have opportunities to build working relationships with contacts within Personal Investing (phone sites, investor centers, operations, etc), as well as other Client Experience and OSG groups. PICM associates may have daily interactions with many groups within the Fidelity organization and are required to effectively represent the business to customers and business partners. PICM associates are expected to work overtime as necessary with minimal notice to complete the day's work.
PI Client Management has immediate openings in our Westlake, TX location for Customer Service Specialists.
Primary Responsibilities
- Support our internal and external customers while interpreting, researching and resolving intermediate to complex mutual fund, brokerage and cross-product issues either by phone, email or additional correspondence.
- Handle inbound customer or business partner inquires (email, phone, XTRAC / Service Center)
- Provide exceptional customer service to both internal and external customers
- Process complex customer requests and provide complete ownership of issues through to resolution
- Interact with representatives from our Retail investor centers and phone centers, as well as business partners throughout OSG and Fidelity Institutional.
- Partner with our internal OSG businesses to thoroughly research customer issues and determine the root cause
- Build relationships with both internal and external clients
- Prioritize customer issues based on potential monetary loss, market sensitivity and customer value while educating phone and investor center representatives on problem resolution
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Education and Experience
- 3 + Financial experience is highly preferred; however, customer service experience is required
- Current or prior problem resolution experience preferred
- Customer Service experience preferred
- Financial industry experience preferred
- Knowledge of Fidelity systems preferred
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Series 7 is preferred. If the successful candidate does not currently hold the Series 7 license, the candidate will be required to obtain the financial license within a timeframe determined by the business
College degree preferred
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Skills and Knowledge
- Ability to work in a fast-paced, team environment
- Strong written, verbal and interpersonal communication skills
- Exceptional customer service skills
- Problem solving/analytical skills
- Time management (multi-tasking) skills
- Creative/open-minded
- Strong client solution mind-set
- A strong willingness to learn our industry and build a career with us
About Fidelity Investments
Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, visit www.fidelity.com.
