Service Solutions Group - Research and Resolution Team - Covington, KY
Company: Fidelity Investments
Location: Covington
Posted on: February 19, 2021
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Job Description:
Job Description:"Fidelity believes in, and is committed to, fair
and consistent treatment for every associate and customer, and to
creating a safe and respectful environment, in which everyone is
treated with kindness, compassion and respect." Abby Johnson -
Chairman & CEO Fidelity InvestmentsIn the Service Solutions Group
you will be an integral part of a team that provides expertise for
complex service items, emphasizing "point of service" resolution.
You will own the outcome for the customer and provide a
personalized, frictionless experience to effectively resolve the
customer need. In this role, you will have the opportunity to help
our customers feel more confident, make clearer decisions, and
achieve their own financial dreams.The Purpose of Your RoleThe
Service Solutions team will be empowered and trained to resolve
most issues "at point of service," and will proactively reach out
to customers to resolve "not in good order" items and other
Fidelity identified issues. You support Fidelity associates in
researching and resolving customer concerns, balancing your time
between answering phone calls from associates and clients, and
working customer cases. You will serve as a single point of contact
to customers, providing a dedicated, compassionate, and balanced
approach by building customer confidence and earning their trust.
This includes:* Owning the issue to completion* Providing simple,
easy solutions for complex requests* Leveraging comprehensive
digital solutions* Servicing the full spectrum of customer needs,
including account set up, money movement, trading and establishing
/updating account featuresThe Expertise You Have* Series 7
required* Series 63 or ability to obtain within 90 days* 2-3 years
of previous financial services experienceThe Skills You Bring* An
ability to process transactions with efficiency and accuracy* Your
strong organizational skills and ability to prioritize decisions in
a fast-moving environment* Creative problem resolution skills with
an ability to balance risk and the customer experience* You can
take ownership of complex situations that result in positive
outcomes for the customer* You have experience in a team
environment that fosters culture of peer to peer coaching,
collaboration and recognitionThe Value You Deliver* You implement
Fidelity's Service Solutions strategy by supporting the reactive
and proactive needs of customers, and our front line associates*
You deliver the best customer experience in the financial services
industry by quickly resolving issues and taking ownership to
resolve more complex situations* You correspond with customers
through a number of channels including phone, letters and emails to
quickly resolve the request* Deliver efficient and responsive
resolution in the most effective way possibleWe believe in being
#DifferentTogether. Fidelity's nine affinity groups are
self-organized groups of employees with common interests in areas
such as race, ethnicity, gender or sexual orientation, or who share
similar interests based on similar sets of experiences who come
together to create a positive, inclusive workplace for all
employees.We continuously strive for a diverse and inclusive
workplace where we respect and value our associates for their
unrivaled perspectives and experiences.Certifications:Series 07 -
FINRA, Series 63 - FINRACompany OverviewAt Fidelity, we are focused
on 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 experiences. For
information about working at Fidelity, visit
FidelityCareers.com.Fidelity Investments is an equal opportunity
employer.Fidelity will reasonably accommodate applicants with
disabilities who need adjustments to complete the application or
interview process. Please email us at or , prompt 2, option 2 if
you would like to request an accommodation.
Keywords: Fidelity Investments, Covington , Service Solutions Group - Research and Resolution Team - Covington, KY, Other , Covington, Kentucky
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