Client Experience Associate

Fidelity Talent Source is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Client Experience Associate to work in Westlake, TX!

Got personality? Like to talk? Have a desire to problem solve and help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Client Experience Specialist team. As a Client Experience Specialist, you will be the primary point of contact for any service-related activities for Giving Account Holders, Financial Advisors and Non-Profit Organizations affiliated with Fidelity Charitable.

We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.

• Bachelor’s degree preferred
• Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment.
• Attention to detail

Your role is to ensure each interaction crafts an outstanding customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with clients using conversational techniques to understand the scope of their request, capture relevant information and identify a solution, if necessary.

It’s more than just taking a call and processing a transaction - our donors are generously giving to non- profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!

• Proficient verbal and written communication skills required
• You demonstrate outstanding problem-solving skills with excellent follow through
• You have strong organizational, planning and time management skills
• You are able to proficiently multi-task in a Windows based environment
• You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, Rep App, and Xelerate.
• Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30 AM - 8:30pm EST, Monday-Friday.

• Completing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non
  -Profits
• Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
• Interact with other internal Charitable business units as needed
• Employing good sound judgment in decision making or problem resolution
• Deliver a phenomenal customer experience with each interaction

The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

Please be advised that 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…