Customer Relationship Advocate

Fidelity Investments seeks a Customer Relationship Advocate in Covington, KY to deliver exceptional service to individual investors. In this career development role, you'll handle inbound client inquiries, resolve account and trading questions, and educate customers on investment, retirement, and digital solutions. You'll work in a collaborative, client-first culture with extensive paid training, licensing support, and clear growth paths into advanced service, planning, or advisory roles.

This hybrid position blends phone and digital support, emphasizing integrity, problem solving, and continuous learning in a dynamic financial services environment.

Responsibilities

• Serve as primary point of contact for individual investors, addressing account, trading, and retirement inquiries
• Deliver exceptional client service via phone and digital channels while upholding Fidelity's client-first standards
• Educate clients on Fidelity's investment products, digital tools, and retirement solutions
• Identify client needs and route to appropriate specialists for complex planning or wealth management support
• Resolve issues accurately and efficiently while complying with industry regulations and firm policies
• Document client interactions and maintain accurate account records in CRM systems
• Participate in ongoing training, licensing, and development programs to deepen financial knowledge
• Collaborate with team members to share best practices and enhance client experience

Required Skills

• Customer service
• Call center operations
• CRM software
• Investment products knowledge
• Retirement planning basics
• Financial services regulations
• Problem solving
• Verbal communication
• Written communication
• Time management