Advisor Experience Senior Specialist

Fidelity Investments Inc.; Roanoke (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Fidelity Charitable Gift Fund is seeking an Advisor Experience Senior Specialist to act as the primary point of contact for service activities for professional financial advisors working with Fidelity Charitable donor accounts. You will join a Premium Service team, handling high‑value interactions and striving to optimize the client experience across Operations and Service Delivery.

The role emphasizes customer obsession, relationship building, and the ability to manage multiple tasks with

Qualifications

• Bachelor’s degree and 3–5 years in Customer Service, Sales, Service Operations or UHNW background.
• Experience in the financial services industry, brokerage or investments preferred.
• Ability to maintain relationships and promote Fidelity Charitable’s digital capabilities.
• Strong verbal and written communication and problem‑solving skills.
• Ability to manage transactions end‑to‑end and handle escalated situations.

Responsibilities

• Provide outstanding customer service via phones and email.
• Collaborate with internal partners to fulfill special handling.
• Employ good judgment in decisions and problem resolution.
• Coordinate with management to implement expedited delivery requests.
• Ensure daily work meets accuracy standards and is timely.
• Suggest process improvements and system enhancements to increase efficiency.
• Maintain relationships with Fidelity partners across Compliance, Legal, Risk, and Deliveries.
• Document up-to-date procedures for responsible functions.
• Case manage advisor relationships through escalated situations across Fidelity teams.

Skills

Customer service

UHNW background

Financial services industry

Verbal and written communication

Problem solving

Time management

Fidelity systems

Excel

PowerPoint

Tableau

Education

Bachelor's degree

Tools

FBSI

XTRAC

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description

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 more than 200,000 donors to the benefits — and increased charitable impact — of using a donor‑advised fund to meet their philanthropic goals. Fidelity Charitable (FC) and its Fidelity Charitable Gift Fund has helped donors support over 278,000 nonprofit organizations with more than $35 billion in grants. In 2018, our donors supplied $7.8 B to the Fidelity Charitable Gift Fund and $5.2 B to charitable organizations. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

Advisor Experience Senior Specialist

Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service‑related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. 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.

The Role

The Advisor Experience Senior Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra‑high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.

The Expertise And Skills You Bring

• Bachelor’s degree
• 3-5 years Customer Service, Sales, Service Operations or UHNW background required.
• Experience in the financial services industry, specifically brokerage or investments preferred
• Ability to maintain successful working relationships and promote Fidelity Charitable’s digital capabilities
• High sense of urgency and understanding how to set proper expectations, as well as an understanding of how to resolve escalated situations
• Strong and effective verbal and written communication skills
• Problem solving skills with the ability to project manage transactions from beginning to end
• Ability to provide exceptional service and transaction management in escalated situations
• Proven attention to detail with the ability to learn various processes and products from beginning to end
• Strong organizational skills, planning and time management
• Outstanding decision‑making skills
• High levels of accuracy
• Good discernment
• Working knowledge of Fidelity systems (FBSI, XTRAC), a plus
• Your strong knowledge of fact‑finding and effective questioning techniques
• Well versed in data analytics capabilities and tools (e.g., Excel, PowerPoint, Tableau) is preferred
• Your ability to ask the proper questions and identify the root cause associated with a given problem
• Your skill to integrate facts and past experiences to identify alternative solutions
• Your ability to influence without authority
• Your flexibility with overtime as requested (especially December – Giving Season)
• Exceptional work ethic
• Ability to foster extraordinary relationships with both external and internal parties
• Ability to prioritize and manage multiple tasks, and shift focus quickly based on risk/business need

The Value you Deliver

• Providing outstanding customer service via phones and email communication
• Collaborating with internal Charitable business partners to fulfill special handling
• Employing good sound judgment in decision making or problem resolution
• Coordinate with management to implement expedited delivery requests
• Ensure daily work meets accuracy standards and is completed in a timely manner
• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
• Maintain up-to-date procedures for those functions for which responsible
• Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

How Your Work Impacts The Organization

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.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employee's Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

Fidelity’s Onsite Working Model

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 as the rollout continues. This transition does not apply to fully remote roles.

Certifications

Category: Client Service

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 regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.