Client Experience Specialist

Fidelity Investments • Durham, NC

2d • Onsite

About The Position

Fidelity Charitable is looking for top-notch customer service professionals to work on the Client Experience Specialist team. As a Client Experience Specialist, you will be the primary point of contact for any service-related activities for Giving Account Holders, Financial Advisors and Non-Profit Organizations affiliated with Fidelity Charitable. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. You will have an opportunity to work closely with some of our operation teams assisting with back office processing as needed. Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with clients using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary. It’s more than just taking a call and processing a transaction - our donors are generously giving to non-profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!

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.
• Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment.
• Attention to detail

Nice To Haves

• Bachelor’s degree preferred

Responsibilities

• Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non -Profits
• Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
• Interact with other internal Charitable business units as needed
• Employing good sound judgment in decision making or problem resolution
• Deliver a great customer experience with each interaction

What This Job Offers

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