Financial Customer Associate - Salt Lake City

Fidelity Investments•Salt Lake City, UT

10d•Hybrid

About The Position

Fidelity is hiring Financial Customer Associates at its Salt Lake City site. This full-time customer service role helps customers make informed decisions and work toward their financial goals. Associates respond to questions about 401(k) account balances, withdrawals, loans, and account maintenance, and provide education and resources. A finance background or degree is not required. New associates join a 14-week training cohort, beginning with basic customer calls and progressing to more sophisticated calls about clients’ 401(k) plans. After training, associates continue taking calls while developing their skills, with time available for team activities, well-being support, and career coaching. Achievements are recognized as associates progress through the program. This is a full-time hourly phone position. Fidelity’s current onsite expectation for this role is every other week, Monday through Friday, with onsite expectations subject to change as the company transitions toward a full-time onsite model. Training hours are 7:30 a.m.–4:00 p.m. MST. After training, associates must be able to work an eight-hour shift beginning between 6:30 a.m. and 10:00 p.m. MT. Extra hours may be available based on business needs and employee availability. Fidelity will not provide immigration sponsorship for this position.

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 to work in different environments, including balancing office and home work and overtime as needed.
Proficiency in navigating and troubleshooting basic technology issues or systems.
Ability to handle a variety of situations and conversations and work toward a suitable resolution.
Self-motivation, strong social skills, and the ability to contribute energy and passion as a teammate.
Availability to work Monday through Friday; training hours are 7:30 a.m.–4:00 p.m. MST, and after training, an eight-hour shift must be worked within the stated 6:30 a.m.–10:00 p.m. MT range.

Responsibilities

Answer customer questions about 401(k) account balances and assist with 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 varied customer situations and conversations, working toward suitable resolutions.
Participate in training and apply new concepts and experience to assist customers with decision-making.