Customer Service Representative

Fidelity Investments is hiring a Customer Service Representative in Covington, KY to support clients across our investing, retirement, and workplace benefits businesses. In this hybrid role, you will handle inbound phone and digital inquiries, resolve account and service issues, and educate customers on Fidelity's tools and products. You'll document interactions in our systems, meet quality and satisfaction metrics, and collaborate with teammates to address complex needs.

Fidelity offers structured training, potential licensing support, and ongoing development in a collaborative, client-first culture focused on integrity, learning, and work-life balance.

Responsibilities

• Deliver high-quality phone and digital support to Fidelity clients regarding accounts, trades, and products
• Resolve inquiries on retirement, brokerage, and workplace benefits while adhering to regulations and policies
• Educate clients on digital tools, self-service options, and financial resources
• Document interactions accurately in CRM systems and follow up to ensure issue resolution
• Collaborate with peers and specialists to escalate complex service or trading issues
• Meet or exceed quality, accuracy, and client satisfaction metrics in a fast-paced environment
• Maintain up-to-date knowledge of Fidelity products, markets, and industry regulations
• Protect client data and accounts by following security and verification procedures

Required Skills

• Customer service
• Call center systems
• CRM software
• Financial products knowledge
• Retirement and brokerage basics
• Regulatory compliance awareness
• Digital platform navigation support
• Data entry and documentation
• Verbal and written communication
• Problem solving and de-escalation