Customer Service Representative

Fidelity Investments is hiring a Customer Service Representative in Covington, KY to support clients across our investment, retirement, and brokerage offerings. In this role, you will handle high-volume inbound calls and digital inquiries, answer questions on accounts, trades, and retirement options, and educate clients on Fidelity's digital tools. You will follow strict regulatory and compliance guidelines while documenting interactions accurately. Working in a client-first, collaborative culture, you'll receive training, pursue relevant certifications, and grow your career while helping investors achieve their financial goals.

Responsibilities

• Serve as the primary point of contact for Fidelity clients via phone and digital channels
• Respond to inquiries on accounts, trades, and retirement or investment products
• Provide accurate, compliant information while following financial regulations and firm policies
• Resolve issues, escalate complex cases, and follow through to ensure client satisfaction
• Educate clients on Fidelity's digital tools, online platforms, and self-service options
• Capture and document client interactions in CRM systems with high attention to detail
• Collaborate with internal teams to address client needs and improve service processes
• Meet or exceed quality, accuracy, and productivity metrics in a fast-paced environment
• Participate in ongoing training to maintain product knowledge and industry awareness
• Contribute to a client-first, inclusive, and collaborative team culture

Required Skills

• Client support
• Call center operations
• Account servicing
• Financial products knowledge
• Regulatory compliance awareness
• CRM software
• Data entry and documentation
• Problem resolution
• Digital platform navigation
• Communication skills