Financial Customer Associate - Westlake

Fidelity Investments•Westlake, TX

2d•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. The Financial Customer Associate (FCA) role is a great starting point for a career in financial services. You will assist customers with a wide range of needs, including answering questions about their 401k account balance, 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. As a new FCA, you will learn about the financial services industry, develop your skills, and gain new experiences. You will join a training cohort for the first 14 weeks, focusing on becoming a Financial Customer Associate. Training will begin with basic customer calls and progress 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 that also offers the opportunity to work extra hours based on business needs and availability. A finance background or degree is not required to succeed in the role.

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
Provide outstanding customer service and communication via voice or digital channels

Responsibilities

Answering questions about 401k account balance
Helping customers with withdrawals and loans
Performing account maintenance
Providing education or resources to customers
Handling a variety of situations and conversations driving towards a resolution suitable for all
Taking customer calls to develop and hone skills