Brokerage Operations Specialist - Fidelity Resume Program

reacHIRE • Covington, KY

2h • Hybrid

About The Position

Making a decision to return to work can be exciting and scary all at the same time. We get it 100% - many of us at reacHIRE are returners, too!! And, we believe meaningful relationships formed along the way back to work should be built on communication and trust. Which is why our team of Program Managers are here to listen to your unique story and help you take the best next steps toward your next opportunity. We are excited to partner with Fidelity Investments for a 6-month return-to-work program starting in May 2026.
If you are a professional returning to work after a 2+ year career break or worked in part time or independent contractor roles, this could be the perfect opportunity! reacHIRE is invested in helping professionals return with confidence; providing the resources and support needed via Program Managers who will help guide and navigate the entire process alongside you.
We know the confidence gap and imposter syndrome can get in the way of meeting amazing Returners, so please don’t hesitate to apply - we’d love to hear from you.
Please note that this is a hybrid role and we are unable to consider candidates who would need to relocate for the program.
The Brokerage Operations Specialist is designed to manage and optimize the volume of tasks across various XTRAC queues. This involves forecasting, strategic and tactical planning, and real-time adjustments to ensure optimal execution and results. The role requires deep functional and technical knowledge, coordinated efforts, and effective communication to balance client experience, associate experience, and business results.
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Requirements

• 5+ years of industry experience
• 5+ years of customer service experience
• Bachelor’s degree or equivalent work experience
• Strong written, verbal and interpersonal communication skills
• Strong customer service attitude
• Broad systems knowledge
• Ability to work with minimal supervision
• Strong networking skills
• Problem solving/analytical skills
• Organization navigation skills
• Effective time management
• Strong understanding of PI workflow
• Proficiency with Microsoft Office

Responsibilities

• Create daily schedules for associates based on forecasted volumes, current backlogs, and associate skills. Include non-processing activities like coaching, meetings, and training.
• Make adjustments for changes due to associate absences, ad hoc meetings, market events, firmwide activities, and business partner requests.
• Monitor and escalate multi-user technology issues impacting work performance. Collaborate with CC Ops, Techworks, etc., for timely resolution and maintain system access for associates.
• Aid in setting direction for projects, initiatives, and changes to processing procedures. Utilize technical understanding of Brokerage Ops queues, processes, and procedures.
• Adjust established plans based on real-time conditions and make managerial decisions in the absence of Team Leaders or in collaboration with them.
• Participate in decisions impacting staffing, schedules, workflows, policies/procedures, and training needs.
• Monitor and adjust system access as required.

What This Job Offers

• Career Level: Mid Level