Customer Support Rep

Job Description:

Are you looking for a career where you will make a difference in people’s lives?

If so, consider joining our Jacksonville, FL team! We’re hiring great people with a passion for helping others.

Apply today to join the next class of Financial Customer Associates. This is a full-time, phone-based customer service position and you do not need a finance background to succeed in the role.

We’re looking for individuals who care about and can relate with others. We provide eight/nine weeks of paid training and ensure you have the resources you need to succeed. And, as part of a hiring class, you will also have a peer group to rely on for support.

Shifts and Hours: Monday – Friday. Training hours are 8:30am – 5:00pm and post training must be able to work an 8hr shift during the hours of 12:00 noon – 8:30 pm

Regular participation at our sites is an important part of our culture. Please be mindful of eventual commute distance.

Make an Impact By

• Establishing rapport and showing empathy with customers, making them feel valued

• Assisting customers with professionalism while following measurable business goals

• Effectively using internal resources (e.g. computer systems, online resources, and business partner relationships) to arrive at the right solution for the client

• Demonstrating excellent customer service skills with perseverance to resolve issues and processing transactions accurately

• Defining a problem clearly and raising concerns when necessary

• Taking initiative for acquiring the expertise and knowledge to effectively resolve customer issues

• Representing Fidelity's Voice to Our Customers

• Adding your voice and ideas to our Quality Improvement Process

The Expertise and Skills You Bring

• Having a degree or equivalent customer service experience is helpful. If you don’t have a degree, but would like to pursue one, Fidelity offers tuition reimbursement programs that can help you further your education.

• Listening and empathy skills to support the challenges of our diverse customers

• Excellent communications skills (both written and verbal)

• "Of service" attitude towards others and being a supportive teammate

• Delivering an excellent customer experience

• Personal computer proficiency

• Pro-active problem-solving skills

• Adaptable with the flexibility to thrive in various work environments (i.e. working from home, overtime, etc.)

• Ability to manage challenging situations and conversations

• Utilizing effective questioning to uncovering hidden customer needs

• Identifying the actions needed to obtain positive outcomes

Opportunities to Grow

As a successful Financial Customer Associate, you will have opportunities to explore different career paths. Your manager will work with you to identify career objectives and together you will carry out a plan to meet your individual goals.

Hear more about the role from one of our Financial Customer Associates.

Read more about our commitment to Diversity & Inclusion

Certifications:

Company Overview

At Fidelity Investments, our customers are at the heart of everything we do. As a privately held company with a rich 75-year history, our mission has remained the same since our founding: to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning and growth so you can build the career you’ve always imagined. We welcome associates from different backgrounds and with different perspectives to help us innovate and make a difference for our customers and our communities.

We invite you to 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 participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.

Fidelity will continue to keep the safety of associates and customers as our top priority and this will never change. As the pandemic evolves and Federal, State, and Local regulations emerge, it has become clear that knowing the vaccination status of all associates is critical to our safety efforts.

Therefore, Fidelity will require all candidates to disclose their COVID-19 vaccination status during the hiring process, and if vaccinated, provide proof of vaccine.

This is not a requirement to be vaccinated. It is a requirement to report vaccination status and, if vaccinated, provide proof.