Customer Relationship Advocate

Fidelity Investments seeks Customer Relationship Advocates in Salt Lake City to provide high-quality phone and digital support to individual investors. In this client-facing role, you'll answer account and service questions, educate clients on investing basics and Fidelity products, and guide them through digital tools and retirement resources. You'll resolve issues accurately, uphold regulatory standards, and collaborate with teammates in a learning-focused culture.

Fidelity offers paid training, licensing support, and clear career paths into advanced service, sales, or advisory roles in a dynamic, client-first environment.

Responsibilities

• Serve as first point of contact for retail investors, answering questions on accounts, trades, and retirement planning
• Educate clients on Fidelity products, digital tools, and self-service resources
• Resolve service issues accurately while adhering to financial regulations and internal policies
• Document interactions and update client records in CRM and account systems
• Identify client needs and suggest appropriate Fidelity solutions without aggressive sales tactics
• Collaborate with peers, coaches, and specialists to ensure seamless client support
• Prepare for and obtain required securities licenses through structured study and training
• Meet service, quality, and productivity metrics in a fast-paced contact center environment
• Escalate complex or risk-sensitive issues to appropriate internal teams
• Participate in ongoing training and career development programs

Required Skills

• Customer service
• Call center operations
• Financial services knowledge
• Brokerage and retirement account basics
• CRM and ticketing systems
• Regulatory and compliance awareness
• Problem solving
• Verbal and written communication
• Digital platform navigation
• Time management