Job Description:

Are you ready to Launch into a career at Fidelity?

If so, please consider joining our customer service team in Albuquerque, NM. This role requires a consistent balance of remote and on-site participation in our Albuquerque office. Please be mindful of commute distance when considering applying.

Our Career Development experience is a springboard to an amazing career in which you change the lives of customers! Along with the Fidelity benefits and support we provide; it could change yours as well. Here are a few featured benefits (not all benefits are listed) Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K), Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Commuter Benefit Program, Backup Dependent Care, Charitable match, Concierge Services, Wellness Program, and Fitness Reimbursement.

In this Customer Service role, you will help customers feel more confident, make clearer decisions, and achieve their own financial dreams. You'll assist with a broad range of needs including answering questions about their account balance and helping to make withdrawals, transfer funds, or find resources. We commit to investing in you by strengthening your skills, experiences and connections that will help advance your career at Fidelity.

The Customer Service role is similar to Entry Level Customer Service, Contact Center Representative, Customer Service Representative and Customer Support Representative roles.

How it works

• Join a cohort of associates in a Customer Service role and during the first six months, spend time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls and/or digital channels (e.g. email, live chat, etc.) related to our clients 401K plans.
• In the subsequent months, continue supporting customers through potentially multiple channels to develop and hone your skills. There will be time in the day (away from the phones) to join team activities, get well-being support, and career coaching. There also is an option to acquire your FINRA Series 7 and 63 licenses depending on Career Path.

Advantages of the program

• Onboarding & Experiential Learning: Training within an industry-leading program will fully prepare you to develop the skills needed to engage with customers, while we will provide enrichment activities that will help "invest in you".
• Rewards & Recognition: Your achievements will be celebrated as you progress through the program.
• Career Coaching: A Career Coach will help you understand the array of career opportunities at Fidelity, identify a career path that fits your interests, passions, and strengths, and chart a course to help you grow.
• This is a full-time hourly contact center position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.

Skills You Bring

• Ability to establish rapport and relationships through effective communication
• Listening and compassion skills 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.)
• Handle a variety of situations and conversations driving towards a resolution suitable for all
• Self-motivated teammate with strong social skills who bring energy and passion to the team
• Can type 40 words per minute and pass a standard English grammar test

The Value You Deliver

• A passion for helping people
• Desire for continual learning and dedication to study and apply new concepts, learning quickly and retaining information to assist with decision-making
• Provide outstanding customer service and communication via voice or digital channels

Shifts and Hours: Monday - Friday. Training hours are 7:30am - 4:00pm MST and post training must be able to work an 8hr shift during the hours of 7:00am - 10:00 pm MST

Click to learn more about Training Opportunities at Fidelity (opens in a new tab) and how we support our associates

Certifications:

Category:

Customer Service

Fidelity's working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).