Customer Relationship Advocate Career Development

Fidelity Investments is seeking a Customer Relationship Advocate in Covington, KY to support individual investors across our diversified financial services offerings. In this client-facing role, you will handle inbound calls and digital inquiries, resolve account questions, and educate clients on investment, retirement, and brokerage solutions without providing individualized advice. You'll leverage Fidelity's technology-driven platforms to guide clients through transactions, digital tools, and self-service options, while maintaining strict regulatory and security standards.

You'll join a structured career development experience with paid training, licensing support (e.g., Series 7/63 or 66), and clear growth paths into specialized or advisory roles. Working in a collaborative, client-first culture, you'll be measured on quality, accuracy, professionalism, and client satisfaction. This hybrid role combines on-site team engagement in Covington, KY with some remote work, offering benefits including medical, dental, vision, life insurance, 401k, and ongoing learning opportunities in an innovation-driven environment.

Responsibilities

• Serve as a primary point of contact for individual investors, resolving account and service inquiries via phone and digital channels
• Educate clients on Fidelity's products, tools, and digital platforms to improve their financial confidence and outcomes
• Provide clear, compliant information on investment and retirement options without giving personalized investment advice
• Research and troubleshoot account issues, transactions, and online access problems, escalating as needed
• Document all client interactions accurately in CRM and follow up to ensure resolution and satisfaction
• Meet or exceed quality, productivity, and client satisfaction goals in a fast-paced contact center environment
• Collaborate with teammates, coaches, and specialists to improve processes and client experience
• Participate in structured training and career development programs, including licensing preparation
• Apply regulatory, compliance, and security standards in every interaction to protect client data
• Contribute feedback to enhance digital experiences, workflows, and client communication

Required Skills

• Customer service
• Call center operations
• CRM software
• Investment and retirement product knowledge
• Financial services regulations
• Account troubleshooting
• Digital platform support
• Data entry and documentation
• De-escalation and conflict resolution
• Time management