Customer Experience Rep Norwich, CT

Customer Relationship Advocate (CRA) – Fidelity Investments

Join our team of Customer Relationship Advocates for a experience‑rich role where you’ll develop your skills and continue to grow your career while supporting our customers through inbound calls. Build your knowledge of the financial services industry, provide account information, handle transfers, trading and other customer requests.

As a new CRA you’ll learn about the financial services industry, develop your skills and gain new experiences.

• First four months – study and obtain your FINRA SIE, Series 7, and Series 63 licenses, fully paid for and sponsored by Fidelity, including on‑the‑job study time and licensing coaches.
• Subsequent months – take customer calls with increasing complexity, while setting aside dedicated time each week to network, take online classes or explore career options.
• As you build confidence, gain more variety in your work week by developing advanced skills aligned with the next role that interests you.

• Desire to establish rapport and relationships with customers and teammates through effective communication.
• Experience in customer service, call center or financial services preferred.
• Strong interest in financial services.
• Exceptional problem‑solving and a history of overcoming academic or professional challenges.
• Ability and flexibility to work in a hybrid setting (home and office).
• Comfortable with technology and able to navigate multiple systems simultaneously.
• Ability to handle different types of situations, emotions and conversations guiding toward a resolution.
• Aptitude to complete the industry‑leading paid development experience and prepare for FINRA licensing exams.
• Enthusiasm for continuous learning and quick retention of concepts.

• Demonstrate empathy and passion for helping people, ensuring an excellent customer experience through phone interaction.
• Service the varied customer needs, including balance inquiries, money movement, trading and more.
• Answer questions and provide resources to deepen client understanding and build confidence.

Fidelity offers a comprehensive benefits package that includes:

• Maternal and parental leave, tuition reimbursement, student loan assistance, 401(k) 7% match.
• Health, dental, vision, disability insurance.
• Paid time off, commuter benefit program, backup dependent care, charitable match.
• Concierge services, wellness program, fitness reimbursement.

Paid time and support to obtain the required SIE, Series 7 and Series 63 FINRA licenses within the first 3.5 months.

Fidelity Investments is a privately held company dedicated to strengthening the financial well‑being of our clients. We help individuals invest and plan, help companies and nonprofits deliver benefits to their employees, and provide institutions and independent advisors with investment and technology solutions.

Hybrid roles require onsite work one assigned week per four‑week period (two weeks per cycle starting September 2024). Certain roles may require preliminary credit checks and background investigations, including drug screening for approved substances.

Fidelity Investments is an equal opportunity employer. We believe that building an enduring culture of inclusion and belonging is the best way to develop a diverse workforce.

Fidelity reasonably accommodates applicants with disabilities. To initiate a request, contact the HR Accommodation Team by email or call 800‑835‑5099, prompt 2, option 3.

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