Service Solutions Group - Research and Resolution Team - Covington, KY

Job Description:

“Fidelity believes in, and is committed to, fair and consistent treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect.” Abby Johnson | Chairman & CEO Fidelity Investments

In the Service Solutions Group you will be an integral part of a team that provides expertise for 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 Solutions 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 support Fidelity associates in researching and resolving customer concerns, balancing your time between answering phone calls from associates and clients, and working customer cases.  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 can 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 Solutions 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

We believe in being #DifferentTogether. Fidelity’s nine affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences who come together to create a positive, inclusive workplace for all employees. 

 

We continuously strive for a diverse and inclusive workplace where we respect and value our associates for their unrivaled perspectives and experiences.

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

 

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 please contact the following:

For roles based in the US: 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
For roles based in Ireland: Contact AccommodationsIreland@fmr.com
For roles based in Germany: Contact accommodationsgermany@fmr.com

Fidelity Privacy policy

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
06/03/2021
Salary Range
$76,000.00 - 127,000.00
per Year
Salary range estimated by
Location
Cincinnati, OH 45208, US