Service Solutions Group - Research and Resolution Team - Smithfield, RI

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.

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

Relocation assistance may be available for those who meet eligibility requirements

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

COVID work policy

Safety is our top priority, so this role will be fully remote for the short term.  Once we can be together in person with fewer safety measures, this role will move to our dynamic working approach. You'll be spending some of your time onsite depending on the nature and needs of your role.

Dynamic working – post pandemic

Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.

Your success and growth is important to us, so you’ll want to enjoy the benefits of coming together in person – face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.

Learn More:  Dynamic Working

Certifications:Series 07 - FINRA, Series 63 - FINRA



Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. 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.

Posted
05/18/2021
Location
Smithfield, RI 02917, US