Advisor Experience Senior Specialist

Fidelity; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

Fidelity Charitable Gift Fund seeks an Advisor Experience Senior Specialist to be the primary contact for service-related activities for professional financial advisors and donors.

The role sits in Premium Service, focusing on ultra-high net worth relationships and complex inquiries. Strong communication, problem solving, and data analysis skills are required, with flexibility for overtime during peak Giving Season.

Qualifications

• Bachelor's degree required.
• 3-5 years Customer Service, Sales, Service Operations or UHNW background.
• Experience in financial services, brokerage or investments preferred.
• Ability to maintain relationships and promote Fidelity Charitable's digital capabilities.
• High urgency and ability to set proper expectations; resolve escalated situations.
• Strong verbal and written communication skills.
• Problem solving with end-to-end transaction management.
• Ability to learn Fidelity systems (FBSI, XTRAC) and key processes.

Responsibilities

• Provide outstanding customer service via phones and email.
• Answer strategic advisor and high-net-worth donor inquiries and emails.
• Coordinate with internal partners to fulfill special handling.
• Exercise sound judgment in decision making and problem resolution.
• Coordinate expedited delivery requests with management.
• Maintain accurate daily work and support process improvements.
• Build and maintain relationships with internal and external partners.

Skills

Customer service

Communication skills

Problem solving

Relationship management

Time management

Data analytics

Questioning techniques

Escalation handling

Usability of Fidelity systems

Education

Bachelor's degree

Tools

FBSI

XTRAC

Excel

PowerPoint

Tableau

Job description

Fidelity will not provide immigration sponsorship for this position.

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 $7.8B to the Fidelity Charitable Gift Fund and $5.2B 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 ch