Customer Service Representative

Fidelity Investments is seeking a Customer Service Representative in Covington, KY to deliver exceptional support to our brokerage and retirement clients. In this frontline role, you will handle inbound calls and digital inquiries, resolve account and transaction questions, and guide clients through Fidelity's digital tools. You'll work in a collaborative, client-first culture that values integrity, learning, and work-life balance. You'll receive structured training, coaching, and opportunities to pursue licenses and internal mobility while helping clients achieve their financial goals in a fast-paced, highly regulated environment.

Responsibilities

• Serve as first point of contact for Fidelity clients by phone and digital channels
• Resolve account, transaction, and service inquiries with accuracy and urgency
• Educate clients on Fidelity products, digital tools, and self-service options
• Adhere to financial regulations, security, and privacy requirements
• Document interactions and track follow-up actions in CRM systems
• Collaborate with internal teams to escalate and resolve complex issues
• Meet or exceed quality, accuracy, and client satisfaction metrics
• Participate in ongoing training to maintain product and industry knowledge

Required Skills

• Customer service
• Call center operations
• Financial services knowledge
• Account servicing
• CRM software
• Digital banking / brokerage tools
• Regulatory and compliance awareness
• Verbal and written communication
• Problem solving
• Multitasking and time management