Team Lead, Advisor Experience at Fidelity Investments

Westlake, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

NoVisa

Financial Services, Philanthropy, Wealth ManagementIndustries

Requirements

Bachelor’s degree required; Master’s degree preferred
Proficient verbal and written communication skills
Minimum 3 years of customer service experience; contact center environment strongly preferred
1 year of direct leadership experience preferred
Proven track record of metrics management
2-3 years in Customer Service, Service Operations, or UHNW background strongly preferred
Excellent problem-solving skills with strong follow-through
Strong organizational skills, planning, and time management
Ability to collaborate in a team environment
Ability to navigate customer concern remediation
Ability to proficiently multi-task in a Windows-based environment
Proficiency in MS products including Word/Excel
Proficiency with applications: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate
Flexibility for overtime as requested (especially December – Giving Season)
Availability for 9:00 AM – 5:30 PM CST shift, Monday – Friday (flexible during training)

Responsibilities

Provide outstanding experience to clients (Donors and Financial Advisors) through consulting on program offerings and service topics
Facilitate philanthropic conversations to understand donor goals and solutions for sophisticated transactions and issues
Assist in leadership and day-to-day management responsibilities of the team
Optimize client experience related to Operations and Service Delivery to drive happiness, high quality, efficiency, and long-lasting relationships
Collaborate with internal Charitable business partners to fulfill special handling requests
Employ sound judgment in decision-making and problem resolution
Coordinate with management to implement expedited delivery requests
Ensure daily work meets accuracy standards and is completed timely
Suggest process improvements and system enhancements to increase efficiency and/or mitigate risk
Maintain effective business relationships with Fidelity business partners (e.g., Compliance, Program, Legal, Risk, Deliveries)
Maintain up-to-date procedures for responsible functions
Effectively case manage advisor relationships through escalated situations, working cross-functionally across Fidelity
Prepare team for upcoming service changes/initiatives (org readiness)

Skills

Philanthropy

Client Consulting

Donor Management

Financial Advisory

Team Leadership

Operations Optimization

Client Relationship Management

Ultra-High Net Worth

Strategic Advisory

DAF Assets

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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