Job Description:
In the Service Support Group you will be an integral part of a team that provides expertise for all complex service items, emphasizing “point of service” resolution. You will own the outcome for the customer and provide a personalized, frictionless experience to effectively resolve the customer need. In this role, you will have the opportunity to help our customers feel more confident, make clearer decisions, and achieve their own financial dreams.
We have a new and exciting opportunity for a Remote Research and Resolution Team Member in the Greater San Francisco, CA area! The position is remote and requires that you reside in the Greater San Francisco, CA area. We offer virtual interviewing and onboarding, as well as access to our virtual training and support. Full access to work from home capabilities to support our clients remotely.
The Purpose of Your Role
The Service Support team will be empowered and trained to resolve most issues “at point of service,” and will proactively reach out to customers to resolve “not in good order” items and other Fidelity identified issues. You will serve as a single point of contact to customers, providing a dedicated, compassionate, and balanced approach by building customer confidence and earning their trust. This includes:
- Owning the issue to completion
- Providing simple, easy solutions for complex requests
- Leveraging comprehensive digital solutions
- Servicing the full spectrum of customer needs, including account set up, money movement, trading and establishing /updating account features
The Expertise You Have
- Series 7 required
- Series 63 or ability to obtain within 90 days
- 2-3 years of previous financial services experience
The Skills You Bring
- An ability to process transactions with efficiency and accuracy
- Your strong organizational skills and ability to prioritize decisions in a fast moving environment
- Creative problem resolution skills with an ability to balance risk and the customer experience
- You are able to take ownership of complex situations that result in positive outcomes for the customer
- You have experience in a team environment that fosters culture of peer to peer coaching, collaboration and recognition
The Value You Deliver
- You implement Fidelity’s Service Support strategy by supporting the reactive and proactive needs of customers, and our front line associates
- You deliver the best customer experience in the financial services industry by quickly resolving issues and taking ownership to resolve more complex situations
- You correspond with customers through a number of channels including phone, letters and emails to quickly resolve the request
- Deliver efficient and responsive resolution in the most effective way possible
Our Investments in You
We believe it is important to approach life holistically. Fidelity’s greatest advantage is our people so our benefit programs(opens in a new tab) are designed to help you and your loved ones strike the right balance. Sound too good to be true? See for yourself and learn more about our benefits offerings:
- We offer a competitive total rewards package, including a stable base salary, to recognize associate achievements
- Click to hear from a few of our associates about the outstanding benefits Fidelity offers: Benefits at Fidelity Investments(opens in a new tab)
- Click here for a story about how we are helping our employee’s payback their student loan debt(opens in a new tab)
Certifications:
Series 07 – FINRA, Series 63 – FINRA
Company Overview
At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.
Join Us
At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning and growth so you can build the career you’ve always imagined. We welcome associates from different backgrounds and with different perspectives to help us innovate and make a difference for our customers and our communities.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.