Service Support Specialist

Job Description:

In the Service Support Group you will be an integral part of a team that provides expertise for all 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 Support 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 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 are able to 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 Support 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

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