Posted 3 days ago
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**Senior Representative, Client Experience** Champion client-centric service in this fast-paced, collaborative role, driving loyalty for National Financial Services. Key responsibilities include addressing client inquiries, resolving complex problems, partnering with internal teams and external firms, and advocating for both client and firm. Proven skills in exceptional client experience, problem-solving, communication, time management, and systems navigation are essential. Bring your growth mindset and appetite for continuous learning in the financial services industry. Join Fidelity's Client Service and Support team to thrive in a supportive, diverse, and inclusive workplace. Previous experience preferred.
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Full Job Description
Job Description:
The Role
Are you seeking an opportunity to thrive in a fast-paced, collaborative service environment focused on strengthening relationships and driving client loyalty? Are you known as a trusted go-to person? If so, a role within Client Service and Support may be the right fit for you.
The Client Service and Support team delivers high-quality service interactions to clients who leverage the National Financial Services platform for clearing business needs. In this role, you will support clients through a variety of phone-based inquiries and transactions, including retirement distributions, checks, wires, journals, account documentation and features, and transfers of assets. You will also build strong working relationships with contacts at external financial firms and collaborate closely with internal business partners.
The Expertise and Skills You Bring
- College degree or equivalent work experience preferred
- Ability to excel in a fast-paced, team-oriented environment
- Strong customer service background with a focus on delivering exceptional client experiences
- Interest in continuous growth and learning within the financial services industry
- Proven ability to solve complex problems and navigate sophisticated client needs
- Initiative-driven and comfortable working independently when needed
- Strong written, verbal, and interpersonal communication skills
- Demonstrated problem-solving and analytical capabilities
- Effective time management and organizational skills
- Presentation and negotiation skills
- Creative, open-minded approach to challenges
- Broad systems knowledge, including mainframe and web-based platforms
- Ability to contribute ideas, influence outcomes, and execute collaboratively in a team environment
- Growth mindset with an appetite for continuous learning
The Value You Deliver
- Support and address client inquiries accurately and professionally
- Resolve issues or facilitate effective resolutions
- Partner with internal teams and external firms to meet client needs
- Advocate for both the client and the firm to ensure optimal outcomes
The Team
Client Service and Support (CSS) is part of the Fidelity Wealth organization and reports into the Client Experience (CE) division of Institutional Wealth Management Services (IWMS). Our mission is to drive client growth by providing world-class service and seamless digital experiences.
Our clients include Broker Dealers, Banks, Insurance Companies, Trust Companies, Record Keepers, Family Offices, Registered Investment Advisors, and Personal Investing clients.
Fidelitys 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:
Brokerage OperationsPlease 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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All fields are required. Candidates should limit the number of roles they apply to at any given time.
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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