Senior Representative, Client Services

Fidelity Investments • Westlake, TX

204d • Hybrid

About The Position

The Select Services Team in our Fidelity Institutional Organization currently has an opening and is seeking a qualified candidate to support our clients in both automated & manual functions. The Select Services Representative provides best in class service by supporting investment professionals, IP assistants, shareholders, and other institutional clients with a full range of servicing across the transfer agent spectrum. The Select Services Representative ensures customer satisfaction by delivering extraordinary service by responding to inbound calls, performing trade execution, account correction, problem solving, offline report monitoring and acting as a client advocate throughout the Fidelity organization. In addition to the external processing and phone aspects of the role, the candidate is expected to be a key contributor to a positive workplace environment and have a strong commitment to teamwork and shared success. Associates are expected to own their professional development plan and acquire additional skills that ensure continued growth and effective contributions to the organization.

Requirements

• Commitment to quality execution-Customer Obsessed
• Highly motivated, learns quickly and performs well under pressure and in a fast-paced environment
• Demonstrates confidence when dealing with large dollar transactions
• Demonstrates urgency to escalate any issues where appropriate
• Proficiency in both Service Center Desktop, 3270 mainframe, and AWD
• Ability to work in a fast-paced, flexible team environment
• Strong written, verbal, and interpersonal communication skills
• Exceptional customer service skills
• Presentation, negotiation, and influence skills
• Possess problem solving/analytical skills
• Time management (multi-tasking) skills
• Creative/open-minded
• Strong client solution mind-set
• Intermediate user of Microsoft Office products

Responsibilities

• Demonstrate a drive to simplify client interactions and manual processes
• Resolve and/or facilitate Problem Resolution
• Support client escalations
• Effectively handle multiple types of client requests (NASUs, Maintenance, Trading, TOA, etc.)
• Interact with business partners and/or external firms to help resolve client issues
• Maintain ownership of customer issues from point of contact through completion, providing timely follow-up when necessary
• Proactively contribute to trending and reporting of client touch points in an effort to reduce manual work
• Demonstrate ability to effectively manage change and changing priorities

Benefits

• Hybrid working model blending onsite and offsite work experiences
• Professional development opportunities

What This Job Offers

• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities