Financial Customer Associate - Bilingual- Smithfield

Job Description

Fidelity is transitioning to a full‑time onsite working model through a phased rollout across regions and roles. Currently, this role is required to be onsite for one week (Monday‑Friday, all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues.

Note: Fidelity will not provide immigration sponsorship for this position.

Do you genuinely enjoy making a difference in the lives of others? If you answered “yes” and are a customer service‑mindset champion, we are hiring Financial Customer Associates (FCA) at our Smithfield site.

In this full‑time position you will help customers feel more confident, make clearer decisions, and achieve their financial dreams. You will assist with a broad range of needs including answering questions about 401(k) account balances, handling withdrawals and loans, maintaining accounts, and providing education or resources. You do not need a finance background to succeed.

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

• Join a training cohort of associates during the first 14 weeks, training to become a Financial Customer Associate. You will start with basic customer calls and progress to more sophisticated calls related to 401(k) plans.
• In subsequent months you will continue taking customer calls to develop and hone your skills. You will also have time to join team activities, receive well‑being support, and get career coaching.
• Rewards & Recognition:
  Your achievements will be celebrated as you progress through the program.
• This is a full‑time hourly phone position that also offers the opportunity to work extra hours based on business needs and your availability.

• Ability to establish rapport and relationships through effective communication.
• Great listening skills, professionalism, and empathy toward others.
• Adaptability and flexibility to succeed in various work environments.
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Ability to handle a variety of situations and conversations, driving toward a satisfactory resolution.
• Self‑motivated teammate with strong social skills who brings energy and passion to the team.
• Minimum 1 year of customer service experience.
• High School diploma or GED required.

• A passion for helping people.
• Desire for continuous learning and applying new concepts.
• Provide outstanding customer service and communication via voice or digital channels.

Our benefit programs are crafted to help you and your loved ones strike the perfect balance.  to learn about a few featured benefits (not all benefits are listed).

Monday – Friday. Training hours are 8:30 am – 5:00 pm EST, and post‑training must be able to work an 8‑hour shift between the hours of 10 am – Midnight EST.

Fidelity is transitioning to a full‑time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve. This transition does not apply to fully remote roles.

Category:
Customer Service

Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement‑related financial activities and the rules and regulations of numerous self‑regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain criminal histories.