Customer Support Representative

About The Company Fidelity Investments is a leading global financial services corporation dedicated to helping individuals and institutions achieve their financial goals. With a rich history of innovation and a commitment to excellence, Fidelity provides a broad range of investment management, retirement planning, brokerage, and wealth management services. The company prides itself on fostering a dynamic and inclusive workplace environment, emphasizing continuous learning, integrity, and customer-centric solutions. Fidelity’s mission is to put clients first by delivering personalized and innovative financial solutions that empower them to succeed in their financial journeys.

About The Role We are seeking dedicated and customer-focused individuals to join our team as Customer Support Representatives, also known as Financial Customer Associates (FCA), at our Merrimack site. This full-time role offers an exciting opportunity to make a meaningful difference in the lives of our customers by providing exceptional support related to their retirement accounts and financial needs. As an FCA, you will serve as a trusted advisor, helping clients navigate their 401(k) plans, answer their questions, and guide them through various account transactions such as withdrawals, loans, and maintenance activities. No prior finance background is required, as comprehensive training will equip you with the necessary knowledge and skills to succeed. This position is ideal for individuals passionate about helping others, eager to develop their professional skills, and interested in building a rewarding career in the financial services industry.

Qualifications To be successful in this role, candidates should possess the following qualifications:

• Minimum of 1 year of customer service experience, demonstrating strong communication and interpersonal skills.
• High School diploma or GED equivalent is required.
• Excellent listening skills, professionalism, and empathy to support a diverse customer base.
• Ability to establish rapport and build relationships through effective communication.
• Adaptability and flexibility to work in various environments, including balancing remote and office work, and handling overtime when necessary.
• Proficiency in navigating basic technology systems and troubleshooting common technical issues.
• Self-motivated with strong social skills, bringing energy and enthusiasm to the team.
• Ability to handle a variety of situations and conversations, working towards mutually beneficial resolutions.

Responsibilities The primary responsibilities of a Financial Customer Associate include:

• Providing exceptional customer service by assisting clients with their retirement accounts, including answering questions about account balances, making withdrawals, and processing loans.
• Guiding customers through account maintenance procedures and offering educational resources to help them make informed financial decisions.
• Developing a comprehensive understanding of the company’s products and services to deliver accurate and helpful information.
• Engaging in ongoing training and development activities to enhance your knowledge of financial services and customer interaction skills.
• Participating in team activities, wellness programs, and career coaching sessions to support personal and professional growth.
• Maintaining compliance with regulatory requirements and company policies while delivering service excellence.
• Working collaboratively with team members to meet departmental goals and contribute to a positive work environment.

Benefits Fidelity Investments offers a competitive benefits package designed to support your well-being and professional development. Benefits include comprehensive health insurance options, retirement savings plans, paid time off, and employee assistance programs. Additionally, employees have access to continuous learning opportunities, career advancement resources, and a supportive work environment that values diversity and inclusion. Fidelity also provides wellness programs and work-life balance initiatives to help you maintain a healthy and fulfilling lifestyle. Specific benefits may vary based on location and employment status, and detailed information will be provided during the onboarding process.

Equal Opportunity

Fidelity Investments is an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We believe that diversity drives innovation and excellence, and we are dedicated to providing equal employment opportunities to all qualified individuals. We encourage candidates from all backgrounds to apply and join our team in building a more inclusive financial future.