About the role
Job Description:
Client Experience Specialist
Note: Fidelity will not provide immigration sponsorship for this position.
Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Client Experience Specialist team. As a Client Experience Specialist, you will be the primary point of contact for any service-related activities for Giving Account Holders, Financial Advisors and Non-Profit Organizations affiliated with Fidelity Charitable. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.
The Role
Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with clients using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary. It’s more than just taking a call and processing a transaction - our donors are generously giving to non- profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!
The Expertise and Skills You Bring
Bachelor’s degree preferred
Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment.
Attention to detail
Your proficient verbal and written communication skills required
Your very best problem- solving skills with excellent follow through
Your strong organizational skills, planning and time management
You are able to proficiently multi-task in a Windows based environment
You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30 AM - 8:30pm EST, Monday-Friday.
The Value You Deliver
Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non -Profits
Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
Interact with other internal Charitable business units as needed
Employing good sound judgment in decision making or problem resolution
Deliver a great customer experience with each interaction
How Your Work Impacts the Organization
The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.
Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:
Client ServicePlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Aplyr's read
Fidelity Investments is a powerhouse in financial services, attracting professionals in technology, risk management, and client services to drive innovation and customer satisfaction.
What's promising
- •Fidelity offers diverse roles across technology, finance, and client services, indicating a broad scope for career growth.
- •The company invests heavily in technology, hiring roles in AI, cloud, and cybersecurity.
- •Fidelity's strong market presence provides stability and numerous opportunities for advancement.
What to watch
- •The financial sector's regulatory environment may limit flexibility and innovation.
- •High competition for roles may make entry challenging for less experienced candidates.
- •Limited public information about work-life balance and company culture specifics.
Why Fidelity Investments
- •Fidelity's focus on technological advancement is evident in its numerous tech-oriented roles.
- •The company has a strong emphasis on risk management, hiring specialized roles in this area.
- •Fidelity's diverse service offerings provide employees with exposure to various financial sectors.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Fidelity Investments
Fidelity Investments is a multinational financial services corporation that provides investment management, retirement planning, portfolio guidance, brokerage services, and wealth management.
