Platform Support Representative - Wealth Client Experience

Fidelity Investments•Smithfield, RI

3d•Hybrid

About The Position

Do you like solving puzzles and working in a team environment? Are you a diligent person interested in helping others make the most out of current technology? As a Platform Support Representative, you will have the opportunity to do this and more. The Role As a Platform Support Representative you will provide phone support for our Institutional clients, including Registered Investment Advisors (RIAs), and Broker Dealers, to triage technology related issues in a fast-paced environment. You will also be responsible for providing subject matter expertise on our web-based platforms, Wealthscape & Wealthscape Investor. You will be expected to carry a problem from introduction to resolution, work on projects and blocking issues, and leverage strategic partnerships across the firm. The Expertise You Have 2+ years of a Phone Customer Service role, highly desired Bachelor’s degree preferred Work experience and strong eye for business required Financial Services experience preferred Knowledge of Fidelity’s products and services desirable The Skills You Bring Superior customer service and phone skills Excellent writing and verbal communication skills. Good understanding of technology, especially as it relates to problem solving. Ability and desire to work in a team environment. You exemplify strong social skills and customer service approach to solving problems You are able to multitask, prioritize, problem solve, be adaptable, and make decisions. The Value You Deliver Enhancing our clients’ technology experience Provide first and second level phone support for technology products Serve as Subject Matter Authorities (SMEs) for our web-based platforms Connect our clients to the best solution or answer Improving operational efficiencies Educate clients to be self-sufficient Share standard methodologies with team members Work with team lead or management to improve team operational efficiency Challenge the status quo Serving as an internal advocate Voice of the client to Service, Technology, Product, etc. Proactively identify areas of improvement Identify risk for our clients and the firm Being a standout colleague Supply to department level goals, projects, and initiatives Mentor junior level associates and share advantageous information/successes across regions Provide coverage for team members The Team Fidelity Institutional Wealth provides superior customer service to Fidelity's Custody and Clearing clients through innovation, dedication, and commitment to excellence. A Platform Support Consultant ensures a seamless and robust experience for our clients by providing point of contact expertise for the entire suite of online products offered by FI, including the Wealthscape and Wealthscape Investor platforms and supporting the effort to build trust, loyalty, and satisfaction.

Requirements

2+ years of a Phone Customer Service role, highly desired
Bachelor’s degree preferred
Work experience and strong eye for business required
Financial Services experience preferred
Knowledge of Fidelity’s products and services desirable
Superior customer service and phone skills
Excellent writing and verbal communication skills.
Good understanding of technology, especially as it relates to problem solving.
Ability and desire to work in a team environment.
You exemplify strong social skills and customer service approach to solving problems
You are able to multitask, prioritize, problem solve, be adaptable, and make decisions.

Nice To Haves

Bachelor’s degree preferred
Financial Services experience preferred
Knowledge of Fidelity’s products and services desirable

Responsibilities

Provide first and second level phone support for technology products
Serve as Subject Matter Authorities (SMEs) for our web-based platforms
Connect our clients to the best solution or answer
Educate clients to be self-sufficient
Share standard methodologies with team members
Work with team lead or management to improve team operational efficiency
Challenge the status quo
Voice of the client to Service, Technology, Product, etc.
Proactively identify areas of improvement
Identify risk for our clients and the firm
Supply to department level goals, projects, and initiatives
Mentor junior level associates and share advantageous information/successes across regions
Provide coverage for team members