Entry Level Customer Service Representative (Financial Customer Associate)

Job Description

Entry Level Customer Service Representative (Financial Customer Associate) | Fidelity

The Tone:
This is a full-time, remote-eligible role at Fidelity, a financial services company with a focus on client support. This position is vital for helping customers manage their 401k accounts, make informed financial decisions, and progress toward their financial dreams. It centers on providing direct assistance and educational resources to empower individuals in their personal financial journeys.

The TL;DR
• Role: Full Time
• Type: Hourly
• Location: Remote (within 60 miles of the Greater Omaha area including Lincoln, NE)

• Mission: Empower customers to make confident financial decisions and achieve their financial dreams by assisting with 401k accounts, withdrawals, loans, and providing education.

What You’ll Actually Do
• Answer customer inquiries regarding their 401k account balances.
• Facilitate customer requests for withdrawals and loans from their retirement accounts.
• Perform account maintenance tasks and provide educational resources to customers as needed.
• Resolve a variety of customer situations and conversations by driving towards suitable resolutions.
• Participate in a 14-week training program to learn the financial services industry and specific client 401k plans.

The Must-Haves
• Background: Entry Level; High School diploma or GED required. No finance background or degree is necessary for this role. Fidelity is not providing immigration sponsorship for this position.
• Experience: Minimum 1 year of customer service experience.
• Skills: Ability to establish rapport and relationships through effective communication; great listening skills, professionalism, and empathy; proficiency in navigating and troubleshooting basic technology systems; ability to handle diverse situations and drive resolutions; self-motivated with strong social skills.
• Bonus: A passion for helping people; a desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making; ability to provide outstanding customer service and communication via voice or digital channels.