Team Lead, Advisor Experience

Fidelity•Westlake, TX

6d•Hybrid

About The Position

Are you interested in Philanthropy and collaborating with ultra-high net worth donors and advisory firms? The Team Lead of the Advisor Experience team is responsible for providing an outstanding experience to clients comprised of Donors and Financial Advisors who seek assistance with their charitable giving! Interactions include consulting on a broad range of program offerings and service topics, facilitate philanthropic conversations to understand a donor’s goals, and facilitate solutions for very sophisticated transactions and client issues. The Team Lead assists in leadership responsibilities of the team and day to day management responsibilities as well as optimizes the client experience as it relates to Operations and Service to drive happiness, high quality, and efficiency to build long lasting relationships for years to come. Still interested? Read on. Note: Fidelity is not providing immigration sponsorship for this position The work shift for this role is 9:00 AM – 5:30 PM CST, Monday – Friday. ( Flexible start and end times during training period as needed by team are requested ) The Advisor Experience team is a dedicated group of professionals who provide outstanding service while driving ideal solutions and behavior from ultra-high net worth Donors and Strategic Advisor Firms, the most sophisticated relationships, and highly valued accounts within Fidelity Charitable! As a member of this diverse team, we serve as the single points of contact for Strategic Advisory Firms which represent Billions of dollars in managed DAF Assets! These Donors and Advisory Firms have critical relationships across many parts of the Fidelity Enterprise including, Personal Wealth Management (PWM), Workplace Participant Services (WPS/WI), Stock Plan Services (SPS) and with Fidelity Family Office Services (FFOS). A member of our team optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.

Requirements

Bachelor’s degree is required and a Master’s degree is preferred
Your proficient verbal and written communication skills required
Minimum 3 years of customer service experience; In a contact center environment is strongly preferred.
1 year of direct leadership experience preferred.
Proven track record of metrics management.
2 - 3 years Customer Service, Service Operations or UHNW background strongly preferred
Your very best problem- solving skills with excellent follow through
Your strong organizational skills, planning and time management
You can collaborate in a team environment
You can navigate customer concern remediation
You can proficiently multi-task in a Windows based environment
You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
Your flexibility for overtime as requested (especially December – Giving Season).

Responsibilities

Collaborating with internal Charitable business partners to fulfill special handling
Employing good sound judgment in decision making or problem resolution
Coordinate with management to implement expedited delivery requests
Ensure daily work meets accuracy standards and is completed in a timely manner
Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
Maintain up-to-date procedures for those functions for which responsible
Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable
Prepare team for upcoming service changes / initiatives (org readiness)
Review calls/emails for journals and wires over $1M for accuracy
Analyze caller surveys to identify and coach on poor surveys
Review team metrics daily
Facilitate Monthly scheduled coaching sessions with team members
Assist in maintaining call flows
Providing outstanding customer service via phones and email communication