Advisor Experience Senior Specialist

Fidelity•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 and select donors. As part of a team serving strategic advisors and high-net-worth donors, the specialist answers calls and responds to emails, and optimizes the client experience across Operations and Service Delivery to support satisfaction, quality, and efficiency.

Requirements

Bachelor’s degree.
3–5 years of experience in customer service, sales, service operations, or an ultra-high-net-worth background.
Ability to maintain successful working relationships and promote Fidelity Charitable’s digital capabilities.
High sense of urgency and ability to set proper expectations and resolve escalated situations.
Strong verbal and written communication skills.
Problem-solving skills, including the ability to project-manage transactions from beginning to end.
Ability to provide exceptional service and transaction management in escalated situations.
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, accuracy, and good discernment.
Ability to ask effective fact-finding questions, identify root causes, and integrate facts and past experience to identify alternative solutions.
Ability to influence without authority and 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.
Exceptional work ethic.
Flexibility to work overtime as requested, especially during December giving season.

Nice To Haves

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

Responsibilities

Provide outstanding customer service to advisors and donors by phone and email.
Collaborate with internal Charitable business partners to fulfill special handling requests.
Use sound judgment when making decisions and resolving problems.
Coordinate with management to implement expedited delivery requests.
Ensure daily work meets accuracy standards and is completed on time.
Suggest process improvements and system enhancements that 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.
Manage transactions from beginning to end and set appropriate expectations in escalated situations.