Customer Support Representative

About This Role

Helping customers feel more confident and make clearer financial decisions is the core of this customer service job. You will assist with a broad range of needs including answering questions about 401k account balances, withdrawals, loans, and account maintenance. This role is a springboard to a career in financial services; you do not need a finance background to succeed.

Responsibilities

• Join a training cohort of associates during the first 14 weeks to become a Financial Customer Associate, starting with basic customer calls and progressing to more sophisticated calls related to clients' 401K plans
• Continue taking customer calls in subsequent months to develop and hone skills
• Participate in team activities, get well-being support, and career coaching during dedicated time away from assisting customers
• Help customers feel more confident, make clearer decisions, and achieve their financial dreams
• Assist with a broad range of needs including answering questions about 401k account balance, helping to make withdrawals, loans, account maintenance, and providing education or resources
• Provide outstanding customer service and communication via voice or digital channels

Requirements

• Ability to establish rapport and relationships through effective communication
• Great listening skills, professionalism, and empathy toward others to support the challenges of diverse customers
• Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
• Proficiency in navigating and troubleshooting basic technology issues or systems
• Handle a variety of situations and conversations driving towards a resolution suitable for all
• Self-motivated teammate with strong social skills who brings energy and passion to the team
• Minimum 1 year of customer service experience
• High School diploma or GED required
• Passion for helping people
• Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making

Benefits

• Rewards & Recognition program as you progress through the program
• Benefit programs designed to help you and your loved ones strike the perfect balance

Important Details

• Schedule: Monday – Friday; training hours are 8:30am – 5:00pm EST; post-training must be able to work an 8-hour shift between 8:30am – 8:30pm EST
• Work format: Required to be onsite for one week (M-F, all 5 days) out of every four weeks; onsite expectations are likely to evolve

Other Conditions

• Immigration sponsorship will not be provided for this position
• Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

About the Company

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. This transition does not apply to fully remote roles.