We have a new and exciting opportunity for a Remote Licensed Service Support Specialist - Research and Resolution Team in the Greater Charlotte area! The position is fully remote and requires you reside in the Greater Charlotte, North Carolina area. We offer virtual interviewing and on boarding, as well as access to our virtual training and support. Full access to work from home capabilities to support our clients remotely.
In the Service Support Group you will be an integral part of a team that provides expertise for all complex service items, emphasizing "point of service" resolution. You will own the outcome for the customer and provide a personalized, frictionless experience to effectively resolve the customer need. In this role, you will have the opportunity to help our customers feel more confident, make clearer decisions, and achieve their own financial dreams.
The Purpose of Your Role
The Service Support team will be empowered and trained to resolve most issues "at point of service," and will proactively reach out to customers to resolve "not in good order" items and other Fidelity identified issues. You will serve as a single point of contact to customers, providing a dedicated, compassionate, and balanced approach by building customer confidence and earning their trust. This includes:
Owning the issue to completion
Providing simple, easy solutions for complex requests
Leveraging comprehensive digital solutions
Servicing the full spectrum of customer needs, including account set up, money movement, trading and establishing /updating account features
The Expertise You Have
Series 7 required
Series 63 or ability to obtain within 90 days
2-3 years of previous financial services experience
The Skills You Bring
An ability to process transactions with efficiency and accuracy
Your strong organizational skills and ability to prioritize decisions in a fast moving environment
Creative problem resolution skills with an ability to balance risk and the customer experience
You are able to take ownership of complex situations that result in positive outcomes for the customer
You have experience in a team environment that fosters culture of peer to peer coaching, collaboration and recognition
The Value You Deliver
You implement Fidelity's Service Support strategy by supporting the reactive and proactive needs of customers, and our front line associates
You deliver the best customer experience in the financial services industry by quickly resolving issues and taking ownership to resolve more complex situations
You correspond with customers through a number of channels including phone, letters and emails to quickly resolve the request
Deliver efficient and responsive resolution in the most effective way possible
Series 07 - FINRA, Series 63 - FINRA
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. Find your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer.
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.
We welcome those with experience in jobs such as General Store Manager, Department Manager, and Merchandise Coordinator and others in the Retail to apply.