Client Experience Specialist

Client Experience Specialist

Fidelity Charitable is looking for top notch customer service professionals to work on the Client Experience Specialist team. As a Client Experience Specialist, you will be the primary point of contact for any service-related activities for Giving Account Holders, Financial Advisors and Non-Profit Organizations affiliated with Fidelity Charitable. We are looking for 'customer obsessed' individuals that want to make a difference in helping our donors achieve their philanthropic goals.

Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with clients using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary.

It's more than just taking a call and processing a transaction - our donors are generously giving to non-profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!

The Expertise and Skills You Bring:

• Bachelor's degree preferred
• Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment.
• Attention to detail
• Proficient verbal and written communication skills required
• Very best problem-solving skills with excellent follow through
• Strong organizational skills, planning and time management
• Ability to proficiently multi-task in a Windows based environment
• Proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, Rep App, and Xelerate.
• Flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30 AM - 8:30pm EST, Monday-Friday.

The Value You Deliver:

• Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non-Profits
• Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
• Interact with other internal Charitable business units as needed
• Employing good sound judgment in decision making or problem resolution
• Deliver a great customer experience with each interaction

The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.