Posted 8 days ago
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**Advisor Experience Specialist II** Fidelity Charitable seeks a proficient customer service professional for their Advisor Experience team. As an Advisor Experience Specialist, you'll serve as the primary point of contact for professional financial advisors, optimizing client experience and fostering relationships. Key responsibilities include handling calls and emails, problem-solving, and collaborating with internal partners. Requirements include excellent communication skills, strong organizational abilities, proficiency in MS Office, and 1-2 years of telephone customer service experience. Familiarity with FBSI, XTRAC, FDOT, Genesys Telephony, and Salesforce is beneficial. This role offers flexible schedules and overtime, especially during peak seasons. Bachelor's degree preferred.
- Compensation
- Not specified
- City
- Salt Lake City
- Country
- United States
Currency: Not specified
Full Job Description
Job Description:
Advisor Experience Specialist
Note: Fidelity is not providing 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 Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. 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 work shift for this role may be and 8.5 hour time slot between:
8:30 AM - 7:00 PM CT, Monday Friday if Westlake, Texas.
7:30 AM - 6:00 PM MTN, Monday Friday if Salt Lake City, Utah.
(Flexible start and end times during training period as needed by team are requested)
*shift assigned based on business need*
The Role
The Advisor Experience Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.
The Skills and Expertise You Bring
- 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.
- Bachelors degree preferred
- 1-2 years of telephone customer service experience; preferably in a contact center environment preferred
- 2-3 years Customer Service, Sales, Service Operations or UHNW background strongly preferred
The Value You Deliver
- Providing outstanding customer service via phones and email communication
- Collaborating with internal Charitable business partners to fulfill special handling
- Employing good sound judgment in decision making or problem resolution
- Coordinate with management to implement expedited delivery requests
- Ensure daily work meets accuracy standards and is completed in a timely manner
- Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
- Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
- Maintain up-to-date procedures for those functions for which responsible
- Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable
The Team
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.
Certifications:
Category:
Client ServicePlease be advised that Fidelitys 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.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about 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 experience.
Reasonable accommodations
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 Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
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.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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