Entry Level Customer Service - Omaha / Lincoln, NE area ONLY

Fidelity Investments•Omaha, NE

About The Position

Fidelity is hiring Financial Customer Associates who live within 60 miles of the Greater Omaha area, including Lincoln, Nebraska. This full-time, hourly phone-based customer service role helps customers feel more confident, make clearer decisions, and work toward their financial goals. Associates assist with needs such as questions about 401(k) account balances, withdrawals, loans, account maintenance, and providing education or resources. A finance background or degree is not required. New associates take part in a 14-week training cohort, starting with basic customer calls and progressing to more sophisticated calls about clients’ 401(k) plans. In the following months, associates continue handling customer calls while developing their skills, with time during the day for team activities, well-being support, and career coaching. Achievements are recognized as associates progress through the program. The position is Monday through Friday, 40 hours per week, with open availability required from 7:30 a.m. to 11:00 p.m. CST. Overtime is encouraged during peak call periods and may be available based on business needs and associate availability. The posting describes work primarily from home, while also noting that Fidelity is transitioning to a full-time onsite working model through a phased rollout and that onsite expectations vary and may evolve.

Requirements

At least 1 year of customer service experience.
High school diploma or GED.
Ability to establish rapport and relationships through effective communication.
Strong listening skills, professionalism, and empathy when supporting diverse customers.
Adaptability and flexibility in varied work environments, including balancing work from the office and home and overtime.
Proficiency in navigating and troubleshooting basic technology issues or systems.
Ability to handle varied situations and conversations and work toward a suitable resolution.
Self-motivation and strong social skills, with energy and passion for teamwork.
Open availability from 7:30 a.m. to 11:00 p.m. CST, Monday through Friday.

Responsibilities

Assist customers with questions and needs related to 401(k) accounts, including account balances, withdrawals, loans, and account maintenance.
Provide customers with education and resources to support their financial decisions.
Deliver customer service and communication through voice or digital channels.
Handle a variety of customer situations and conversations, working toward an appropriate resolution.
Participate in training and ongoing development, progressing from basic customer calls to more sophisticated calls about 401(k) plans.