Job Description:
The Role
The Brokerage Client Experience Ops Representative will be member of a small, collaborative, and dedicated team, providing “white glove” service to an Insurance broker-dealer and a group of their top producing advisors. The department hours are 8:30 a.m.- 5:30 p.m. EST, Monday- Friday (Various shifts exist within the overall departmental hours to ensure coverage)
- Providing “white glove” service on inbound and outbound client calls pertaining to: retirement distributions, checks, wires, journals, account documentation and features, transfer of assets
- Providing timely resolution to client requests and issues
- Maintaining daily service levels and high-quality standards
- Developing long term relationships and partnerships with a complex client
- Responding directly to all client inquiries received via telephone, email or Service Center
- Proactively managing client issues and resolving problems in a timely and accurate manner
- Educating clients by providing operational guidance in the areas of process, policy and procedures (including Fidelity and Industry rules and regulations)
- Working with management and various other Fidelity departments to address issues as necessary
- Actively participating in meetings and process improvement initiatives
The Expertise and Skills You Bring
- College Degree Preferred
- 2+ years customer service experience preferred
- 2+ years brokerage operations or financial services experience preferred
- Ability to work in a fast-paced, team environment
- Strong service attitude
- Strong written, verbal and interpersonal communication skills.
- Problem solving/analytical skills
- Time management
- Presentation and negotiation skills
- Creative/open-minded
- Experience with Fidelity systems: FBSI, Wealthscape, UAO, BPM, and Xtrac preferred
- Experience with Fidelity products and vendors, such as Managed Account Solutions (MAS) and Envestnet
- Working knowledge of windows-based PC and MS Office applications
The Team
Fidelity Institutional’s (FI) Client Experience Division (CED) provides superior customer service to Fidelity's National Financial Services (NFS) Broker-Dealers through innovation, dedication and commitment to excellence.
The base salary range for this position is $48,000-$76,000 per year.Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
Please be advised that Fidelity’s 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.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.