Financial Customer Associate - Smithfield

Fidelity Investments•Smithfield, RI

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 springboard to a career in financial services, helping customers feel more confident, make clearer decisions, and achieve their financial dreams. The Financial Customer Associate (FCA) will assist with a broad range of needs including answering questions about 401k account balances, helping with withdrawals and loans, account maintenance, and providing education or resources. Fidelity commits to investing in associates by strengthening their skills, experiences, and connections to advance their careers. A finance background or degree is not required to succeed. New FCAs will join a training cohort for the first 14 weeks, learning the financial services industry and developing skills. Training begins with basic customer calls and progresses to more sophisticated calls related to 401K plans. In subsequent months, associates will continue taking customer calls to hone their skills, with dedicated time for team activities, well-being support, and career coaching. Achievements will be celebrated throughout the program. This is a full-time hourly phone position with the opportunity for 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
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

Answering questions about 401k account balance
Helping customers with withdrawals and loans
Assisting with account maintenance
Providing education or resources to customers
Handling a variety of customer situations and conversations driving towards a resolution
Providing outstanding customer service and communication via voice or digital channels