Customer Service Representative- Covington, KY

Fidelity Investments•Covington, KY

4d•Hybrid

About The Position

Fidelity is hiring a Customer Service Representative, also known as a Customer Relationship Advocate (CRA), to provide licensed customer service to Fidelity clients. The role handles inbound phone calls and supports a broad range of client needs, including trade requests, money movement, and online support. It is designed to support early-career growth through personalized support, training, skill development, and opportunities to explore career paths. The role progresses through three milestones. During licensing preparation, new representatives study for the FINRA SIE, Series 7, and Series 63 exams, with paid study time and access to licensing coaches and workshops; Fidelity sponsors the licensing program. During skill development, representatives handle more complex customer calls while connecting with their team, meeting with their leader, and expanding their network. As representatives gain proficiency, they can explore career paths through job shadowing and Fidelity’s career center. Fidelity is transitioning to a full-time onsite working model through a phased rollout. Currently, this position requires working onsite all five days of one week out of every four weeks. Onsite expectations may evolve as the rollout continues. Fidelity will not provide immigration sponsorship for this position.

Requirements

Aptitude and dedication to complete the FINRA SIE, Series 7 Top Off, and Series 63 exams through the licensing program.
Enthusiasm for continuous learning and the ability to study, apply new concepts, learn quickly, and retain information for decision-making.
Passion for connecting with customers, establishing rapport, and facilitating meaningful, efficient, resolution-oriented conversations.
Ability to handle varied situations, emotions, and conversations while working toward suitable resolutions.
Growth-oriented mindset, adaptability, and personal accountability.
Exceptional critical-thinking, analytical, and problem-solving skills, including interpreting scenarios, using resources, and finding appropriate resolutions.
Comfort learning new technology or proprietary platforms and navigating multiple systems simultaneously.

Responsibilities

Answer inbound phone calls and provide outstanding customer service to Fidelity clients.
Assist clients with trade requests, money movement, online support, and other needs.
Study for and obtain the FINRA SIE, Series 7, and Series 63 licenses through Fidelity’s sponsored licensing program.
Handle increasingly complex customer calls as skills develop.
Connect with the team, meet with a leader, and expand professional networks.
Explore career paths through job shadowing and the career center as proficiency grows.