Customer Support Specialist
Company: Fidelity Investments
Location: Merrimack
Posted on: April 17, 2024
Job Description:
Job Description: Are you ready to Launch into a career at
Fidelity? - If so, please consider joining our customer service
team in Merrimack, NH. - This role requires a consistent balance of
remote and on-site participation in our Merrimack office. - Please
be mindful of commute distance when considering applying. -
Fidelity is looking for Bi-lingual phone associates interested in a
career opportunity to service our customers in Spanish. - We have
multiple Spanish teams that provide financial support to our
customers world-wide. - All training and onboarding support is
provided in English, with the possibility of joining our Spanish
teams once proficient in servicing calls in English. -If you are
comfortable having conversations over the phone in either English
or Spanish, this opportunity is for YOU. Our Career Development
experience is a springboard to an amazing career in which you
change the lives of customers! Along with the Fidelity benefits and
support we provide; it could change yours as well. - Here are a few
featured benefits (not all benefits are listed) -Maternal and
Parental Leave, Tuition Reimbursement, Student Loan Assistance,
401(K) with match, Health Insurance, Dental Insurance, Vision
Insurance, Disability Insurance, Paid Time off, Commuter Benefit
Program, Backup Dependent Care, Charitable match, Concierge
Services, Wellness Program, and Fitness Reimbursement. In this
Customer Service role, you will help customers feel more confident,
make clearer decisions, and achieve their own financial dreams.
You'll assist with a broad range of needs including answering
questions about their account balance and helping to make
withdrawals, transfer funds, or find resources. We commit to
investing in you by strengthening your skills, experiences and
connections that will help advance your career at Fidelity. The
Customer Service role is similar to Entry Level Customer Service,
Contact Center Representative, Customer Service Representative and
Customer Support Representative roles. How it works ---
- Join a cohort of associates in a Customer Service role and
during the first six months, spend time training to become a
Financial Customer Associate. -In this phase, you will start with
basic customer calls and progress to more sophisticated calls
and/or digital channels (e.g. email, live chat, etc.) related to
our clients 401K plans.
- In the subsequent months, continue supporting customers through
potentially multiple channels to develop and hone your skills.
There will be time in the day (away from the phones) to join team
activities, get well-being support, and career coaching. - -There
also is an option to acquire your FINRA Series 7 and 63 licenses
depending on Career Path. Advantages of the program ---
- Onboarding & Experiential Learning: Training within an
industry-leading program will fully prepare you to develop the
skills needed to engage with customers, while we will provide
enrichment activities that will help "invest in you".
- Rewards & Recognition: Your achievements will be celebrated as
you progress through the program.
- Career Coaching: A Career Coach will help you understand the
array of career opportunities at Fidelity, identify a career path
that fits your interests, passions, and strengths, and chart a
course to help you grow.
- This is a full-time hourly contact center position that also
offers the opportunity to work extra hours based on the business
needs and your availability. You do not need a finance background
or a degree to succeed in the role. Skills You Bring
- Ability to establish rapport and relationships through
effective communication
- Listening and compassion skills to support the challenges of
our diverse customers
- Adaptability and flexibility to succeed in various work
environments (i.e., balancing working from office and home,
overtime, etc.)
- Handle a variety of situations and conversations driving
towards a resolution suitable for all
- Self-motivated teammate with strong social skills who bring
energy and passion to the team
- Can type 40 words per minute and pass a standard English
grammar test The Value You Deliver
- A passion for helping people
- Desire for continual learning and dedication to study and apply
new concepts, learning quickly and retaining information to assist
with decision-making
- Provide outstanding customer service and communication via
voice or digital channels Shifts and Hours: - Monday - Friday. -
-Training hours are 8:30am - 5:00pm EST and post training must be
able to work an 8hr shift during the hours of 2:00pm - 10:30pm or
3:30pm - Midnight EST Click to learn more about Training
Opportunities at Fidelity (opens in a new tab) and how we support
our associates Certifications: Company Overview Fidelity
Investments is a privately held company with a mission 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. Honored with a
Glassdoor Employees' Choice Award, we have been recognized by our
employees as a top 10 Best Place to Work in 2024. And you don't
need a finance background to succeed at Fidelity-we offer a range
of opportunities for learning so you can build the career you've
always imagined. Fidelity's working model blends the best of
working offsite with maximizing time together in person to meet
associate and business needs. Currently, most hybrid roles require
associates to work onsite all business days of one assigned week
per four-week period (beginning in September 2024, the requirement
will be two full assigned weeks). At Fidelity, we value honesty,
integrity, and the safety of our associates and customers within a
heavily regulated industry. Certain roles may require candidates to
go through a preliminary credit check during the screening process.
Candidates who are presented with a Fidelity offer will need to go
through a background investigation, detailed in this document, and
may be asked to provide additional documentation as requested. This
investigation includes but is not limited to a criminal, civil
litigations and regulatory review, employment, education, and
credit review (role dependent). These investigations will account
for 7 years or more of history, depending on the role. Where
permitted by federal or state law, Fidelity will also conduct a
pre-employment drug screen, which will review for the following
substances: Amphetamines, THC (marijuana), cocaine, opiates,
phencyclidine. 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 Accommodation Team by
sending an email to accommodations@fmr.com, or by calling
800-835-5099, prompt 2, option 3.
We welcome those with experience in jobs such as Accounts Payable
Clerk, Financial Analyst, and Retail Sales Representative and
others in the Accounting and Finance to apply.
Keywords: Fidelity Investments, New England , Customer Support Specialist, Other , Merrimack, Northeast
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