Customer Support Representative - Covington

Job Description

Do you genuinely enjoy making a difference in the lives of others? If you answered “yes” and are a customer service-minded champion, we are hiring Customer Support Representatives, also known as Financial Customer Associates (FCA) for our Covington site. In this full-time position you can apply your skills and knowledge daily to help others. Our FCA role is a springboard to an amazing career where you change the lives of customers!

You will help customers feel confident, make clearer decisions, and achieve their financial dreams. Your responsibilities include answering questions about 401(k) account balances, facilitating withdrawals, loans, account maintenance, and providing education or resources. We invest in your growth by strengthening your skills, experience, and connections to advance your career  finance background is required to succeed.

• Join a training cohort during the first 14 weeks, progressing from basic customer calls to sophisticated 401(k) calls.
• Continue taking customer calls while enjoying time for team activities, well-being support, and career coaching.
• Earn rewards and recognition as you advance through the program.
• Work a full-time hourly phone position with the option to take extra hours based on business needs and availability.

• Establish rapport and relationships through effective communication.
• Possess strong listening skills, professionalism, and empathy toward diverse customers.
• Adaptability and flexibility for various work environments (office, home, overtime).
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Handle a variety of situations and conversations, driving toward suitable resolutions.
• Self‑motivated with strong social skills, bringing energy and passion to the team.
• Minimum one year of customer service experience.
• High School diploma or GED required.

• A passion for helping people.
• Desire for continuous learning and applying new concepts through training and experience.
• Provide outstanding customer service and communication via voice or digital channels.

Note:

Fidelity is not providing immigration sponsorship for this position.

Monday – Friday. Training hours: 8:30 am – 5:00 pm EST. Post‑training shifts: 8:30 am – 8:30 pm EST, 8 hr shift.

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. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.