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
Relocation assistance may be available for those who meet eligibility requirements
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
Our Investments in You
We believe it is important to approach life holistically. Fidelity's greatest advantage is our people so our benefit programs(opens in a new tab) are designed to help you and your loved ones strike the right balance. Sound too good to be true? See for yourself and learn more about our benefits offerings:
We offer a competitive total rewards package, including a stable base salary, to recognize associate achievements
Click to hear from a few of our associates about the outstanding benefits Fidelity offers: Benefits at Fidelity Investments(opens in a new tab)
Click here for a story about how we are helping our employee's payback their student loan debt(opens in a new tab)
COVID work policy
Safety is our top priority, so this role will be fully remote for the short term. Once we can be together in person with fewer safety measures, this role will move to our dynamic working approach. You'll be spending some of your time onsite depending on the nature and needs of your role.
Dynamic working - post pandemic
Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.
Your success and growth is important to us, so you'll want to enjoy the benefits of coming together in person - face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.
Learn More: Dynamic Working
Series 07 - FINRA, Series 63 - FINRA
At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning and growth so you can build the career you've always imagined. We welcome associates from different backgrounds and with different perspectives to help us innovate and make a difference for our customers and our communities.
We invite you to 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.