Service Solutions Group - Research and Resolution Team - Covington, KY

Company: Fidelity Investments
Location: Covington
Posted on: April 1, 2021

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 Investments

In 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 Role

The 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 features

The Expertise You Have

* Series 7 required
* Series 63 or ability to obtain within 90 days
* 2-3 years of previous financial services experience

The 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 recognition

The 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 possible

We 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 - FINRA

Company Overview

At 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. Find your Fidelity at fidelitycareers.com.

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.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations @fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation.

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