Client Service Representative - Future Opportunities Job
Client Service Representative - Future Opportunities - 0903295
Description
Standard Hours: 8:00am - 5pm
Position Description
Fidelity Operations & Services Group (OSG) provides superior customer service to Fidelity's Institutional businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. As an Associate you will be part of a intact service team servicing IWS (Institutional Wealth Services) clients. In addition to the fast paced, team-oriented environment, you will be focused on enhancing relationships and building customer loyalty with Institutional Wealth Service clients. Assisted by a various online tools, you will assist clients regarding various brokerage transactions ( New Accounts, Maintenance, Cashiering, transfer of assets, corporate rollovers, deliveries, etc). You will also be responsible for resolving problems and discussing Fidelity's services to educate and engage our customers. You will have opportunities to build working relationships with contacts at external financial firms, as well as, with internal business partners.
The Customer Service Representative will work within a team environment which will consist of dedicated Money Movement, Transfer of Assets, and New Account / Maintenance associates, as well as Client Service Managers. The team will work on all service and operational requests from a specific group of Advisors and will be responsible for the overall service experience for those clients.
Primary Responsibilities
* Inbound customer inquires from IWS clients (email, phone, XTRAC / Service Center)
* Service large IWS Advisor Clients in the premium service tier
* Problem Resolution - resolve and/or facilitate resolution
* Handle first level escalations
* Handle multiple call types ( New Accounts, Maintenance, Cashiering, Transfer of Assets, IWS Product, etc )
* Interaction with business partners and/or contra firms to help resolve client issues
* Limited processing to resolve customer issues at point of contact
* Provide flex capacity when needed to support transaction processing
* Advocate for both customer and firm
Qualifications
Education and Experience
* 5+ years Brokerage Operations experience highly preferred
* Current or prior problem resolution experience
* College Degree preferred
* Customer Service experience required
* Financial industry experience required
* Series 7 preferred
*
Skills and Knowledge
* Ability to work in a fast-paced, team environment
* Broad systems knowledge ( FBSI, FDOT, XTRAC, etc )
* Strong written, verbal and interpersonal communication skills
* Exceptional customer service skills
* Presentation, negotiation skills and influence skills
* Problem solving/analytical skills
* Time management (multi-tasking)
* Creative/open-minded
* Strong client solution mind set
Company Overview
Fidelity Investments is one of the world's largest providers of financial services, with assets under administration of nearly $3.1 trillion, including managed assets of more than $1.4 trillion as of October 31, 2009. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to over 20 million individuals and institutions as well as through 5,000 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket, a leading online brokerage firm and one of the largest providers of custody and clearing services to financial professionals. For more information about Fidelity Investments, visit www.fidelity.com.
Job
: Client Services
Primary Location
: RI-Smithfield
Schedule:
: Full-time
Job Level:
: Individual Contributor
Education Level
: Bachelor's Degree (16 years)
Job Type
: Standard
Shift:
: Day Job
Overtime Status:
: Non-exempt
Travel:
: No
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