Client Experience Associate

Fidelity Management & Research Company; Westlake (TX); On-site; USD 25,000 - 36,000; Full time

Job summary

Fidelity Charitable is seeking a Client Experience Specialist in Westlake, TX to be the primary contact for donor services, financial advisors, and nonprofit partners. You will resolve service requests with a focus on a positive donor experience and meet department goals and call quality metrics.

Responsibilities include assisting with account transactions, password resets, and navigating the GivingAccount platform, while coordinating with internal teams to provide accurate updates and timely

Qualifications

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

Responsibilities

• Ensure interactions foster a positive customer experience and meet call quality metrics.
• Respond to requests, gather information, and identify solutions.
• Assist with account transactions and navigation of Giving Account systems.
• Collaborate with internal Charitable business units as needed.

Skills

Verbal communication

Written communication

Problem solving

Multi-tasking

MS Office

MS Outlook

MS Teams

Education

Bachelor's degree preferred

Tools

Genesys Telephony

NICE

Salesforce

Zoom

Outlook

Xelerate

Job description

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Client Experience Specialist to work in Westlake, TX!
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 Donor Services team. As a Donor Services 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 focused’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.

The Expertise We’re Looking For

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

Your role is to ensure each interaction fosters a positive 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, collect relevant information and identify a solution, if vital. 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!

The Skills You Bring

• Your proficient verbal and written communication skills required
• Your very best problem- solving skills with excellent follow through
• Your strong organizational skills, planning and time management
• 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, RepApp, and Xelerate.
• Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30-8:00pmET, Monday-Friday

The Value You Deliver

• Delivering 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
• A customer centric outlook

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.
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.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.
Fidelity TalentSource, is the in-house temporary staffing provider for Fidelity Investments. Unlike traditional staffing agencies, we are an internal business unit within Fidelity’s Talent Acquisition team, dedicated to recruiting talent from various backgrounds for roles in Fidelity’s regional and investor center locations. Our mission is to help you experience Fidelity’s diverse and inclusive workplace while expanding your skill set and professional network, with the ultimate goal of conversion to full-time employment as part of Fidelity’s long-term strategy.
For information about working at Fidelity TalentSource, visit FTSJobs.com.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments in order to complete the application or interview process. Please email us at [e-mail] if you would like to request an accommodation.