Financial Customer Associate - Covington

Fidelity Investments • Covington, KY

13d • Hybrid

About The Position

Fidelity is hiring Financial Customer Associates at its Covington site. This full-time, hourly phone position helps customers with a broad range of 401(k) needs, including questions about account balances, withdrawals, loans, account maintenance, and financial education or resources. A finance background or degree is not required.

New associates complete a 14-week training cohort, beginning with basic customer calls and progressing to more sophisticated calls related to clients’ 401(k) plans. After training, associates continue taking calls while developing their skills, with time for team activities, well-being support, and career coaching. Achievements are recognized as associates progress through the program.

The role is currently onsite one week out of every four weeks, Monday through Friday, as part of Fidelity’s phased transition toward a full-time onsite model; expectations may evolve. Training hours are 8:30 a.m.–5:00 p.m. EST, Monday through Friday. After training, associates must be able to work an eight-hour shift scheduled between 8:30 a.m. and 8:30 p.m. EST. Extra hours may be available based on business needs and associate availability. Fidelity will not provide immigration sponsorship for this position.

Requirements

• At least one year of customer service experience.
• High school diploma or GED.
• Ability to establish rapport and build relationships through effective communication.
• Strong listening skills, professionalism, and empathy when supporting diverse customers.
• Adaptability and flexibility across work environments, including balancing office and home work and overtime.
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Ability to handle varied situations and conversations and drive toward a suitable resolution.
• Self-motivation, strong social skills, and the ability to contribute as an energetic, passionate teammate.
• Availability to work Monday through Friday; after training, must be able to work an eight-hour shift between 8:30 a.m. and 8:30 p.m. EST.

Responsibilities

• Answer customer questions about 401(k) account balances and assist with withdrawals, loans, account maintenance, and related needs.
• Provide customers with education and resources to support their financial decisions.
• Deliver outstanding customer service and communicate with customers through voice or digital channels.
• Handle a variety of customer situations and conversations, working toward suitable resolutions.
• Participate in the training program and continue developing customer-service and financial-services skills.
• Work with teammates and take part in team activities, well-being support, and career coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED