Advisor Experience Senior Specialist

Fidelity Investments•Westlake, TX

About The Position

The Advisor Experience Senior Specialist is part of Fidelity Charitable’s Premium Service group. The role provides an outstanding service experience and fosters relationships with ultra-high-net-worth strategic advisor firms—the most complex relationships within Fidelity Charitable—and select donors. The specialist works on a team that answers strategic advisor and high-net-worth donor calls and responds to emails, optimizing the client experience across Operations and Service Delivery to drive satisfaction, quality, and efficiency for donors, advisors, and Fidelity Charitable. The specialist is the primary point of contact for service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account holders. The role handles customer service, transaction management, special handling, and escalated situations while collaborating with internal business partners and other Fidelity teams. Fidelity states that it will not provide immigration sponsorship for this position.

Requirements

Bachelor’s degree.
3–5 years of experience in customer service, sales, service operations, or an ultra-high-net-worth (UHNW) background.
Ability to maintain successful working relationships.
High sense of urgency and ability to set proper expectations and resolve escalated situations.
Strong verbal and written communication skills.
Problem-solving skills and ability to project-manage transactions from beginning to end.
Ability to provide exceptional service and manage transactions in escalated situations.
Proven attention to detail and ability to learn processes and products from beginning to end.
Strong organizational, planning, and time-management skills.
Outstanding decision-making skills, high accuracy, and good discernment.
Strong knowledge of fact-finding and effective questioning techniques.
Ability to identify the root cause of problems, integrate facts and prior experience to identify alternative solutions, and influence without authority.
Exceptional work ethic and ability to foster strong relationships with external and internal parties.
Ability to prioritize and manage multiple tasks and shift focus quickly based on risk or business need.
Flexibility to work overtime as requested, especially during December giving season.

Nice To Haves

Experience in the financial services industry, specifically brokerage or investments.
Working knowledge of Fidelity systems such as FBSI and XTRAC.
Familiarity with data analytics capabilities and tools such as Excel, PowerPoint, and Tableau.

Responsibilities

Provide outstanding customer service by phone and email.
Foster relationships with ultra-high-net-worth strategic advisor firms and select donors.
Answer strategic advisor and high-net-worth donor calls and respond to emails.
Collaborate with internal Charitable business partners to fulfill special handling requests.
Use sound judgment in decision-making and problem resolution.
Coordinate with management to implement expedited delivery requests.
Ensure daily work meets accuracy standards and is completed in a timely manner.
Suggest process improvements and system enhancements to increase efficiency or mitigate organizational risk.
Maintain effective business relationships with Fidelity partners, including Compliance, Program, Legal, Risk, and Deliveries.
Maintain up-to-date procedures for assigned functions.
Case-manage advisor relationships through escalated situations, working cross-functionally across Fidelity when applicable.
Promote Fidelity Charitable’s digital capabilities.