Make an Impact By

• Establishing rapport and showing empathy with customers, making them feel valued

• Effectively using internal resources (e.g. computer systems, online resources, and business partner relationships) to arrive at the right solution for the client

• Demonstrating excellent customer service skills with perseverance to resolve issues and processing transactions accurately

• Defining a problem clearly and raising concerns when necessary

• Taking initiative for acquiring the expertise and knowledge to effectively resolve customer issues

• Assisting customers with professionalism while following measurable business goals

The Expertise and Skills You Bring

• Having a degree or customer service experience is helpful. If you don't have a degree, but would like to pursue one, Fidelity offers tuition reimbursement programs that can help you further your education.

• Listening and empathy skills to support the challenges of our diverse customers

• Excellent communications skills (both written and verbal) supporting customers through potentially multiple channels (e.g. email, live chat, etc.)

• "Of service" attitude towards others and being a supportive teammate

• Personal computer proficiency - can type 40 words per minute and pass a standard English grammar test

• Pro-active problem-solving skills

• Ability to manage challenging situations and conversations via voice or digital channels

• Utilizing effective questioning to uncovering hidden customer needs

• Identifying the actions needed to obtain positive outcomes

Benefits

At Fidelity, you can take advantage of flexible benefits that support you through every stage of your life, empowering you to thrive professionally and personally.

Schedule

Monday - Friday, 40 hours per week (Must have open availability from 7:30am to 11:00pm CST). Overtime hours are encouraged during peak call periods.

#LI-REMOTE

Click to learn more about Training Opportunities at Fidelity (opens in a new tab) and how we support our associates

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission 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.

Join Us

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. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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 Accommodation Team by sending an email to accommodations@fmr.com.