Advisor Experience Specialist II

Fidelity • Westlake, TX

12h • Onsite

About The Position

Fidelity Charitable is looking for top-notch customer service professionals to work on the Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. The Advisor Experience Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.

Requirements

• Proficient verbal and written communication skills
• Very best problem-solving skills with excellent follow through
• Strong organizational skills, planning and time management
• Able to proficiently multi-task in a Windows based environment
• Proficient in MS products including Word/Excel
• Flexibility for overtime as requested (especially December – Giving Season)

Nice To Haves

• Bachelor’s degree preferred
• 1-2 years of telephone customer service experience; preferably in a contact center environment preferred
• 2-3 years Customer Service, Sales, Service Operations or UHNW background strongly preferred

Responsibilities

• Providing outstanding customer service via phones and email communication
• Collaborating with internal Charitable business partners to fulfill special handling
• Employing good sound judgment in decision making or 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 that will increase efficiency and/or mitigate risk to the organization
• Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
• Maintain up-to-date procedures for those functions for which responsible
• Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level