Customer Service Representative - Digital Assets

Fidelity Investments • Durham, NC

7d

About The Position

Fidelity Digital Assets is focused on delivering digital asset solutions to customers and prospects. The Client Service Associate (CSA) works within a team to provide a high-quality experience for Fidelity digital asset customers, with attention to customer satisfaction, technical expertise, problem resolution, and process improvement. The role calls for a strong commitment to teamwork and shared organizational success.

The CSA works closely with the Customer Service team and the broader Fidelity Digital Assets team, including Technology and Operations, to understand customer service needs and opportunities and improve satisfaction. The position also involves sharing best practices and helping build an outstanding customer experience. The role may be filled at grade 2, 3, or 4, depending on the candidate’s experience and skill level. The selected work location will be determined by business requirements and organizational needs.

Fidelity Digital Asset Services is an emerging business unit serving existing customers and a growing customer base within Fidelity. This role offers an opportunity to help launch institutional relationship capabilities and contribute to the business’s future direction.

Requirements

• 2–3 years of customer service experience.
• Prior Fidelity Digital Assets experience is required.
• Relationship-building skills across teams, business units, and national peers.
• Familiarity with financial services team support structures and tools.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to work well on teams and in fast-paced, cross-collaborative environments.
• Proven ability to build and leverage internal and external resources.
• Passion for innovation.
• Ability to navigate and thrive in a dynamic, growing business.
• Flexible hours, which may include evenings and weekends.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Meet operational goals while maintaining a customer-first mentality.
• Optimize the customer experience and develop long-term relationships and partnerships.
• Execute customer requests accurately and promptly to provide exceptional service.
• Drive high customer satisfaction, quality, and efficiency for customers and Fidelity.
• Deliver results quickly and efficiently using effective time-management skills.
• Drive innovation through curiosity and a comprehensive understanding of business processes and challenges.
• Collaborate with Customer Service, Technology, Operations, and other teams to understand and address customer service needs and opportunities.
• Share best practices and contribute to process improvement and an outstanding customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed