Customer Service Representative- Covington, KY

Fidelity Investments; Covington (KY); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Maternal and Parental Leave

Health Insurance

401(K) up to 7% match

Paid Time off

Wellness Program

Job summary

Fidelity Investments in Covington, KY seeks a Customer Relationship Advocate (CRA) to deliver exceptional service via inbound calls, support client needs, and help with money movement and online tools.

You'll embark on a licensing path, studying for SIE, Series 7 and 63 with sponsorship, and you’ll grow through structured milestones, coaching, and career development; the onsite model starts with one week on-site every four weeks.

Qualifications

• License prep and completion of FINRA SIE, Series 7 Top Off and Series 63 under Fidelity's licensing program.
• Strong communication and ability to understand customer needs for effective resolution.
• Aptitude for learning, adapting quickly to new concepts and tools.
• Ability to handle diverse customer interactions with professionalism and empathy.
• Growth mindset and accountability for long-term career success.

Responsibilities

• Inbound calls handling and supporting Fidelity’s clients with accurate information.
• Participate in licensing preparation and ongoing professional development.
• Develop skills through coaching, team meetings, and networking.
• Navigate multiple systems to assist customers and resolve issues.

Skills

FINRA licensing program

Customer service

Communication

Problem solving

Job description

Job Description

Fidelity is transitioning to a full‑time onsite working model through a phased rollout across regions and roles. Currently, this role is required to be onsite for one week (all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues.

Note: Fidelity will not provide immigration sponsorship for this position.

The Role

Join our team of Customer Service Representatives, also known as Customer Relationship Advocates (CRA). This first‑of‑its‑kind experience supercharges your early career growth at Fidelity with personalized support, skill development and training. In this role, you are a licensed professional providing outstanding customer service while answering inbound phone calls and supporting Fidelity’s valued clients. You will develop skills to assist with a broad range of client needs, including trade requests, money movement, online support and so much more!

What to Expect

As a new CRA, you’ll learn about the financial services industry, apply new concepts, develop, and practice new skills, and push yourself to accomplish new goals through three major milestones:

• Licensing Preparation – In the first months, you’ll prepare to become a FINRA Registered Representative by studying for and obtaining your SIE®, Series 7, and 63 licenses, all fully sponsored by Fidelity. This includes paid study time and access to valuable resources like licensing coaches and workshops. While these exams can be challenging, rest assured that we’re here to support you every step of the way!
• Skill Development – In the following months, you’ll handle more complex customer calls while dedicating time each week to connect with your team, meet with your leader, and expand your network.
• Proficiency – As you gain confidence and proficiency in serving customers, you’ll explore new career paths through job shadowing and our career center.

The Expertise And Skills You Bring

• Aptitude and dedication to complete the FINRA SIE ®, Series 7 Top Off and Series 63 exams through our industry‑leading licensing program.
• Enthusiasm for continuous learning and dedication to studying and applying new concepts, learning quickly, and retaining information to assist with decision‑making.
• A passion for connection and desire to establish rapport with customers by facilitating meaningful conversations that are resolution‑oriented and efficient.
• Ability to handle different types of situations, emotions and conversations driving towards suitable resolutions.
• A desire for growth and a mindset that generates long‑term success through adaptability and personal accountability.
• Exceptional critical and analytical problem‑solving skills and a demonstrated ability to interpret a scenario, leverage resources and find an appropriate resolution.
• Comfortable learning new technology or proprietary platforms and confident navigating multiple systems simultaneously.

The Team

Our greatest asset is our people. We are committed to building a diverse workforce, enduring a culture of belonging, and creating more inclusive experiences for our associates, customers, and our community.

Benefits

Our benefit programs are crafted to help you and your loved ones strike the perfect balance. Here are a few featured benefits (not all benefits are listed): Maternal and Parental Leave, Student Loan Assistance, 401(K) up to 7% match, Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Charitable match, Concierge Services, and Wellness Program.

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

Series 07 – FINRA, Series 63 – FINRA

Category

Customer 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.