Financial Customer Associate - Albuquerque

Fidelity Investments•Albuquerque, NM

5d•Hybrid

About The Position

Fidelity is transitioning to a full-time onsite working model. Currently, this role is required to be onsite for one week (M-F, all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues. This is a full-time position where you can apply your skills and knowledge to help others. The Financial Customer Associate (FCA) role is a springboard to a career in which you change the lives of customers. In this customer service role, you will help customers feel more confident, make clearer decisions, and achieve their financial dreams. You'll assist with a broad range of needs including answering questions about their 401k account balance and helping to make withdrawals, loans, account maintenance, and provide education or resources. Fidelity commits to investing in you by strengthening your skills, experiences, and connections that will help advance your career. A finance background or a degree is not required to succeed in this role. As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences. You will join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401K plans. In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well-being support, and career coaching. Your achievements will be celebrated as you progress through the program. This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability.

Requirements

Minimum 1 year of customer service experience
High School diploma or GED required
Ability to establish rapport and relationships through effective communication
Great listening skills, professionalism, and empathy toward others to support the challenges of our diverse customers.
Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
Proficiency in navigating and troubleshooting basic technology issues or systems.
Handle a variety of situations and conversations driving towards a resolution suitable for all
Self-motivated teammate with strong social skills who brings energy and passion to the team

Nice To Haves

A passion for helping people
Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making
Provide outstanding customer service and communication via voice or digital channels