Customer Support Representative - Covington at Fidelity Investments

Covington, Kentucky, United States

Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Ability to establish rapport and relationships through effective communication
Great listening skills, professionalism, and empathy toward others 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.)
Proficiency in navigating and troubleshooting basic technology issues or systems
Handle a variety of situations and conversations driving towards a resolution suitable for all
Self-motivated teammate with strong social skills who brings energy and passion to the team
Minimum 1 year of customer service experience
High School diploma or GED required
Ability to work full-time hourly shifts: Monday – Friday, 8-hour shift between 8:30am – 8:30pm EST (post-training; training 8:30am – 5:00pm EST)
Ability to work onsite every other week (hybrid model) in Covington office

Responsibilities

Assist customers with a broad range of needs including answering questions about their 401k account balance, helping to make withdrawals, loans, account maintenance, and providing education or resources
Help customers feel more confident, make clearer decisions, and achieve their financial dreams
Provide outstanding customer service and communication via voice or digital channels
Take customer calls, starting with basic calls and progressing to more sophisticated calls related to 401K plans
Participate in training cohort for the first 14 weeks to develop skills in the financial services industry
Join team activities, well-being support, and career coaching during non-customer assistance time
Apply continuous learning, new concepts, training, and experience to assist with customer decision-making

Skills

Key technologies and capabilities for this role

Customer ServicePhone Support401k ManagementAccount MaintenanceFinancial Education

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

The role requires adaptability to various work environments, including balancing working from office and home. It is based at the Covington site.

What skills are required for the Customer Support Representative role?

Key skills include ability to establish rapport through effective communication, great listening skills with professionalism and empathy, adaptability and flexibility, proficiency in navigating basic technology issues, and handling various situations toward resolution. Minimum 1 year of customer service experience and a High School diploma or GED are also required.

What is the salary or compensation for this position?

This information is not specified in the job description.

What does the training process look like for new hires?

New FCAs join a training cohort for the first 14 weeks, starting with basic customer calls and progressing to more sophisticated 401K-related calls. Subsequent months involve taking customer calls, team activities, well-being support, and career coaching.

What makes a strong candidate for this Customer Support Representative role?

Strong candidates have a passion for helping people, minimum 1 year of customer service experience, great communication and listening skills with empathy, adaptability, self-motivation, and no finance background or degree required.

Fidelity Investments

Investment management and financial services provider

About Fidelity Investments

Fidelity Investments offers a range of financial services and tools designed to help individuals manage their investments and stay informed about the markets. Their products include mobile applications and market monitoring tools that provide users with real-time market quotes, news, and trading capabilities. For example, the Fidelity Market Monitor for Glass delivers daily market quotes directly to Google Glass, while the Fidelity app for Windows Phone 8 allows users to access news and trading tools on their mobile devices. Additionally, features like the Watch List Visualization for iPad help users track stock price changes over time using a heatmap. What sets Fidelity apart from its competitors is its focus on integrating new technologies and user-friendly interfaces to enhance the investment experience. The goal of Fidelity Investments is to empower individuals with the information and tools they need to make informed financial decisions.

Boston, MassachusettsHeadquarters

1946Year Founded

$120,238.8MTotal Funding

DEBT_FINANCINGCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Mental Health Support

Hybrid Work Options

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Parental Leave

Student Loan Assistance

Tuition Reimbursement

Risks

Loss of key personnel like Gita Bal may impact Fidelity's research capabilities.

Increased competition from Vanguard's new division could draw clients away from Fidelity.

Potential reputational risk from Bitcoin ETF outflows could affect Fidelity's offerings.

Differentiation

Fidelity Labs offers innovative beta products like Market Monitor for Google Glass.

Fidelity's mobile solutions are available on multiple platforms, including Windows Phone and iPad.

Fidelity's Open Limit Order Visualization provides unique insights into order execution proximity.

Upsides

Increased adoption of wearable tech could boost Fidelity's mobile solutions.

Growing interest in Bitcoin ETFs suggests expansion in Fidelity's digital asset offerings.

Rise of AI could benefit Fidelity's data analytics and AI-driven investment strategies.

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