Financial Customer Associate - Durham

Financial Customer Associate - Durham Location

• Durham, NC

• Customer Service

Associate

Fidelity is transitioning to a full-time onsite working model in phases by region and role. Currently, this role is required to be onsite for one week (Mon‑Fri, all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues.

Note:
Fidelity will not provide immigration sponsorship for this position.

The Role

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 Financial Customer Associates (FCA) in our Durham site.

In this full‑time position, you can apply your skills and knowledge in a significant way every day to help others. Our FCA role is a springboard to an amazing career in which you change the lives of customers! You will assist with a broad range of needs, including answering questions about 401(k) account balances, helping to make withdrawals, loans, account maintenance, providing education or resources.

You do not need a finance background to succeed in this role.

As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences.

• Join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401(k) plans.
• In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well‑being support, and career coaching.
• Rewards & Recognition:
  Your achievements will be celebrated as you progress through the program.
• This is a full‑time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.

• Ability to establish rapport and relationships through effective communication
• Great listening skills, professionalism, and empathy toward others to support the challenges of our diverse customers.
• Adaptability and flexibility to succeed in various work environments (e.g., balancing working from office and home, overtime, etc.)
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Handle a variety of situations and conversations driving towards a resolution suitable for all.
• Self‑motivated teammate with strong social skills who brings energy and passion to the team.
• Minimum 1 year of customer service experience.
• High School diploma or GED required.

• A passion for helping people.
• Desire for continuous learning, applying new concepts, and using training and experience to assist with decision‑making.
• Provide outstanding customer service and communication via voice or digital channels.

Monday – Friday. Training hours are 8:30 a.m. – 5:00 p.m. EST and post‑training must be able to work an 8‑hour shift between 12:00 p.m. – 12:00 a.m. EST.

Our benefit programs are crafted to help you and your loved ones strike the perfect balance.

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 Accommodation Team by sending an email to , or by calling 800‑835‑5099, prompt 2, option 3.