Customer Support Agent - job 1 of 2

Job Description:

Is it time to make new investments into your career?

Join a team that's an industry leader in innovation and invests in you with key product and service offerings, groundbreaking technology, and a premier investment platform. We empower professional growth, flexibility and support thus enabling long-term success for you and our clients. Your desire to grow and learn within the industry will open the door to a career path full of professional rewards.

We believe your natural resourcefulness unlocks new opportunities and your communication skill opens participants’ minds. We know you will inspire client dedication and engagement to develop long-lasting positive relationships with Fidelity.

What to expect…

As part of the Workplace Planning and Advice outbound and inbound call team, you will start your journey in our multi-stage development to career planning and advice.

• You will connect with our participants to build effective relationships through calling and engaging warm leads. Guide our inactive and active 401(k) participants through all their available options while introducing them to our services.
• You will learn and develop expertise in assisting 401(k) participants with general service needs and withdrawal requests in an inbound capacity, providing timely and accurate support to meet our participants needs.
• As you gain relationship building and industry expertise, you’ll advance to taking consultative inbound calls from 401(k) participants helping them with their retirement and investment needs.

You are learning. We provide all the training you need to develop the skills needed to service our participants and study for your FINRA licensing exams! You don’t need a finance background or college degree to succeed in this role. Prepped with our licensing roadmap, own your success by studying for the exams at an individualized pace with dedication and commitment.

You will be supported in learning the business and building skills in Fidelity's Relationship Model, our planning culture and how to best leverage technology to help our clients. Our top-quality training resources will ensure you have all the answers you need to provide participants with the best guidance – and to get the results you are striving toward.

You are celebrated . Your achievements will be recognized and celebrated as you progress through your career. Our inclusive culture empowers associates to achieve success while building a supportive network.

You are growing. From day one you’ll have the support and structure to plan for your future at Fidelity. The career coaching you will receive will help you understand the array of career opportunities at Fidelity and chart a course to help you grow in a personalized career path.

You can explore. You’ll experience variety in your work with dedicated time for development activities that go beyond answering participant calls so you can discover advanced planning roles to further your career.

The Skills You Bring

• Outstanding client relationship experience as well as an understanding of a sales process, including calling and working with warm leads
• Knowledge or experience in sales or the consultative relationship process
• Demonstrate accountability and a goal-oriented mindset
• Natural and demonstrated success in asking deeper questions to fully understand the client’s situation
• Ability and flexibility to work in a “hybrid” work setting, both at home and in office
• Comfortable with technology and ability to navigate multiple systems simultaneously
• Aptitude to complete FINRA SIE, Series 7 and Series 66 upon hire

Note: Fidelity is not providing immigration sponsorship for this position

The Value You Deliver

• Learn book-management skills and effectively handle leads while utilizing tools i.e. Salesforce
• Build rapport and open a conversation with Fidelity participants through profiling and utilizing consultative skills during participant interactions
• Introduce 401(k) participants to business partners to have appropriate Investment Solutions conversations
• Set up targeted appointments while identifying opportunities to address participant needs related to products and services

Our Investments in You

Our benefits programs are crafted to help you and your loved ones strike the perfect balance. Here are a few featured benefits (not all benefits are listed): Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) 7% match, Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Backup Dependent Care, Charitable match, and Concierge Services.

Sound too good to be true? See for yourself and learn more about our benefits offerings:

• 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 local news story about how we are helping our employee’s payback their student loan debt (opens in a new tab)

Required Certifications: You will be given paid time and support to obtain SIE – FINRA, Series 07 – FINRA, Series 66

Certifications:

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Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

We welcome those with experience in jobs such as Financial Analyst, Billing and Posting Clerk, and Bookkeeper and others in the Accounting and Finance to apply.