Customer Relationship Advocate Career Development

Fidelity Investments seeks a Customer Relationship Advocate in Covington, KY to provide exceptional service to retail investors. In this role, you will handle inbound client calls and digital inquiries, resolve account and service issues, and educate clients on Fidelity's investment, retirement, and brokerage offerings. You'll guide clients through Fidelity's digital tools, ensure compliance with industry regulations, and accurately document interactions. Fidelity offers structured training, licensing support, and clear development paths so you can build a long-term career in financial services within a collaborative, client-first culture.

Responsibilities

• Serve as primary point of contact for retail investors, handling inbound calls and digital inquiries
• Educate clients on Fidelity's investment, retirement, and brokerage products and tools
• Resolve account questions, trade and service issues while adhering to compliance and security standards
• Guide clients through digital platforms, self-service options, and online account features
• Identify client needs and connect them with appropriate Fidelity specialists and solutions
• Document interactions in CRM systems and follow up to ensure issue resolution and client satisfaction
• Participate in coaching, training, and licensing preparation to deepen financial expertise
• Collaborate with peers and leaders to improve client experience and share best practices

Required Skills

• Customer service
• Call center operations
• Financial products knowledge
• Investment and retirement concepts
• CRM software
• Account servicing and troubleshooting
• Regulatory and compliance understanding
• Digital platform navigation support
• Written and verbal communication
• Problem-solving and de-escalation