Financial Customer Associate - Durham

Fidelity Investments•Durham, NC

3d•Hybrid

About The Position

The Financial Customer Associate (FCA) role at Fidelity in Durham is a full-time position focused on making a significant difference in customers' lives by helping them achieve their financial dreams. FCAs assist with a broad range of needs, including answering questions about 401k account balances, facilitating withdrawals and loans, performing account maintenance, and providing financial education or resources. The company commits to investing in associates through skill development, experiences, and connections to advance their careers, and a finance background is not required. New FCAs undergo a 14-week training program, starting with basic customer calls and progressing to more sophisticated calls related to 401K plans. Following training, associates continue to hone their skills through customer interactions, with dedicated time for team activities, well-being support, and career coaching.

Requirements

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
Minimum 1 year of customer service experience
High School diploma or GED required
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

Help customers feel more confident, make clearer decisions, and achieve their own financial dreams
Assist with a broad range of needs including answering questions about their 401k account balance
Help to make withdrawals, loans, account maintenance, provide education or resources
Start with basic customer calls and progress to more sophisticated calls related to clients' 401K plans
Continue taking customer calls to develop and hone skills