Financial Customer Associate - Durham

Fidelity Investments•Durham, NC

6d•Hybrid

About The Position

Fidelity is transitioning to a full-time onsite working model. This role is currently required to be onsite for one week (M-F, all 5 days) out of every four weeks, with onsite expectations likely to evolve. Fidelity will not provide immigration sponsorship for this position. This full-time position offers a chance to make a difference in customers' lives by helping them feel more confident, make clearer decisions, and achieve their financial dreams. As a Financial Customer Associate (FCA), you will assist with a broad range of needs, including answering questions about 401k account balances, processing withdrawals and loans, performing account maintenance, and providing education or resources. Fidelity is committed to investing in your growth by strengthening your skills, experiences, and connections to help advance your career. A finance background or degree is not required to succeed. New FCAs will join a training cohort for the first 14 weeks, starting with basic customer calls and progressing to more sophisticated calls related to 401K plans. In the subsequent months, you will continue taking customer calls to develop and hone your skills. Time will be allocated for team activities, well-being support, and career coaching. Achievements will be celebrated as you progress through the program. This is a full-time hourly phone position with the opportunity to work extra hours based on business needs and 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

Responsibilities

Assist customers with a broad range of needs including answering questions about their 401k account balance and helping to make withdrawals, loans, account maintenance, provide education or resources.
Take customer calls to develop and hone skills.
Provide outstanding customer service and communication via voice or digital channels.