Inbound Senior Representative, Transaction Processing

Fidelity Investments • Covington, KY

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About The Position

As the CRC Senior Representative in OSG Operations, you will support Fidelity’s Inbound Operations business unit. The role covers back-office operations, including document extraction and correspondence processing through fax2mail, imaging platforms, and physical mail. The Inbound team provides transaction services across Fidelity’s distribution channels, supporting growth with high-quality, cost-effective, and innovative service solutions.

You will process correspondence requests, research historical document retrieval requests, assist colleagues with complex processing issues, and contribute to workflow improvements. You will also help ensure processing queues and related administrative records are completed accurately and on time.

The position is part of the Inbound Processing team within Fidelity Brokerage and Operations Technology. The team provides imaging, data entry, and document processing services to multiple Fidelity business units, with an emphasis on quality, risk mitigation, and operational efficiency. Fidelity is transitioning toward a full-time onsite working model through a phased rollout; onsite requirements vary by role and location and may evolve. Fidelity will not provide immigration sponsorship for this position.

Requirements

• High school diploma or equivalent.
• Two years of transaction processing experience in a professional, fast-paced corporate environment.
• Work experience in a risk-controlled environment.
• Excellent communication skills.
• Ability to work independently or as part of a team on specific tasks.
• High attention to detail.
• Ability to work effectively with computer desktop applications.
• Ability to multitask effectively.
• Flexibility for business needs and adaptability to change.
• Positive demeanor and a can-do approach to challenges.
• Ability to learn and apply knowledge to make effective processing decisions.

Responsibilities

• Complete correspondence processing requests by printing, retrieving, updating, reviewing, and mailing letters, forms, image copies, and/or original documents to enable applicable customer transactions.
• Research historical customer document retrieval requests using mainframe systems, databases, and other storage mediums, and respond to business partner requests efficiently and accurately.
• Serve as a subject matter expert by helping team members resolve complex processing issues, providing training, and conducting secondary process reviews.
• Identify and support workflow enhancements by participating in business process improvement teams, recommending improvements, and driving efficiencies through change management.
• Perform end-of-day reviews of designated processing queues to ensure administrative tasks are completed on time.
• Track and enter time- and volume-related data to demonstrate processing compliance and ensure reporting accuracy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED