Client Experience Team Lead

Fidelity Investments • Westlake, TX

22h • Onsite

About The Position

The Team Lead – Non-Proft Experience operates in a service team environment and will report to the Senior Manager, Non-Profit Experience. The position requires an individual with excellent customer service skills, an understanding of Non- Profit Operations and the ability to manage priorities well. Additionally, the individual will foster a team environment and maintain positive working relationships with other business partners. The Team Lead should possess superior communication skills to effectively communicate in situations such as escalated calls with customers, coaching/feedback to associates as well as communicating openly with colleagues, both internal and external. This role has the potential to be high-profile with exposure to senior leaders across all Service Delivery Operations within Charitable.

Requirements

• Customer obsessed with strong problem-solving skills and excellent follow-through
• Comfortable working under pressure to meet tight deadlines and demonstrated attention to detail
• Able to lead multiple, sometimes conflicting priorities, balancing the needs of the client and the organization
• Able to flex and pivot to ad hoc requests to support leadership and the business
• Possess leadership qualities and mentoring and career developments skills
• Clear and recognizable ability to lead by example
• Work well independently, as well as with team/internal/external business partners across Service Delivery and other BU’s
• Strong and effective verbal and written communication skills
• Superior organizational, planning, multi-taking, time management skills
• Highly effectual in decision making and problem resolution
• College degree or extensive experience in the Non-Profit sector
• 5+ years’ experience in customer service or service operations role
• Above average proficiency with Microsoft Excel, PowerPoint and Word required

Nice To Haves

• Preferred experience in a leadership capacity is a plus
• Strong knowledge of nonprofit operations highly desirable
• Working knowledge of Fidelity systems (FBSI, XTRAC, FDOT, CDV) preferred
• Proficient and/or familiar with Fidelity telephony products (Genesys, NICE)
• Effective facilitation and presentation skills are a plus

Responsibilities

• Conduct call review and coaching sessions for associates via 1:1 meetings
• Assist leaders with daily, weekly, monthly reporting and data analysis
• Coordinate and lead training for new and existing associates – effective facilitation and presentation skills are a plus
• Assist managers with forecasting, coverage needs and call routing
• Assist with recognition and rewards for individuals and team
• Act as first point of contact for escalations and assist with NPO calls as needed
• Assist with process improvement efforts, including identifying opportunities to increase efficiency and mitigate risk to the organization

Benefits

• Fidelity will not provide immigration sponsorship for this position

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree