Customer Service Representative - Digital Assets

Fidelity Investments; Durham (NC); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Onsite working model

Job summary

Fidelity Digital Assets, a Fidelity Investments Inc. unit, seeks a Client Service Associate to deliver a world-class experience for digital asset customers.

You will work within a team focused on customer satisfaction, technical expertise, and process improvement, collaborating with Technology and Operations to meet service needs. Successful candidates will have 2-3 years in customer service, prior Fidelity Digital Assets experience, and strong communication skills.

Qualifications

• 2-3 years of customer service experience
• Prior Fidelity Digital Assets experience required
• Bachelors Degree preferred
• Familiarity with financial services team support structure and tools
• Excellent interpersonal, verbal, and written communication skills
• Ability to work well on teams and in fast-paced, cross-collaborative environments
• Ability to build and leverage internal and external resources
• Passion for innovation
• Success in navigating and thriving in a dynamic, growing business
• Flexible hours, which may include evenings and weekends

Responsibilities

• Provide world-class customer experience with focus on satisfaction
• Deliver technical expertise, problem resolution, and process improvement
• Collaborate with Customer Service team and broader FDA team (Technology, Operations)
• Develop a deeper understanding of service needs and opportunities
• Share best practices and create an outstanding customer experience
• Support ongoing customer support and relationship building

Skills

Customer service

Relationship building

Strong communication

Team collaboration

Problem solving

Innovative mindset

Flexibility hours

Education

Bachelors Degree

Job description

Fidelity will not provide immigration sponsorship for this position.

Job Description:

*We will consider this role at either a grade 2, grade 3 or grade 4 depending upon the experience and skill level of the candidate*

This role is eligible to be filled in any of the listed locations. The selected work location will be determined by business requirements and organizational needs.

The Role

Fidelity Digital Assets® is a business unit that is focused on bringing emerging concepts to life in the digital asset arena and delivering those solutions to customers and prospects. The Client Service Associate (CSA) will work within a team structure focused on providing a world‑class experience for Fidelity digital asset customers. You will focus on customer satisfaction with specific attention in the areas of overall customer experience, providing technical expertise, problem resolution, and process improvement. CSAs are expected to have strong commitment to teamwork and shared success of the organization.

To be effective, you will work closely with the Customer Service team as well as the broader FDA team including Technology, Operations, etc., to drive customer satisfaction by developing a deeper understanding of their service needs and opportunities. With your knowledge and commitment, you will become a collaborative and resourceful member of the FDA team, sharing best practices and creating an outstanding customer experience.

The Skills and Expertise We’re Looking For

• Bachelor’s Degree preferred
• 2-3 years of customer service experience
• Prior Fidelity Digital Assets experience required
• Relationship building skills across team, business unit, and national peers
• Familiarity with financial services team support structure and tools
• Your excellent interpersonal, verbal, and written communication skills
• Your ability to work well on teams and in fast‑paced, cross‑collaborative environments
• Your proven ability to build and leverage internal and external resources
• Your passion for innovation
• Your success in navigating and thriving in a dynamic, growing business
• Flexible hours, which may include evenings and weekends

At Fidelity, collaboration isn't just about working together, but also about improving lives together. Our success as a firm is due to the personal responsibility and pride that our associates take in getting things just right, and the compassion that drives us to go the extra mile for our customers and each other. Included in the value that you'll deliver are:

• Meeting operational goals while maintaining a 'customer first' mentality
• Optimizing the customer experience and developing long term relationships and partnerships
• Providing exceptional service to customers by executing their requests in an accurate and timely manner
• Driving high satisfaction, quality, and efficiency for both the customer and Fidelity
• Delivering superior results quickly and efficiently, utilizing effective time management skills
• Driving innovation through curiosity and comprehensive understanding of business processes and challenges

The Team

A subsidiary of Fidelity Investments, Fidelity Digital Assets® provides an institutional‑grade digital asset experience that incorporates the history, principles, and expertise of a traditional financial institution. The business is uniquely built for institutional investors and offers secure custody, integrated trading, and 24/7 support in the digital asset ecosystem. Established in 2019, Fidelity Digital Assets develops products and solutions that scale with investors’ needs, allowing clients to navigate digital assets with confidence. Learn more at www.fidelitydigitalassets.com.

Fidelity Digital Asset Services is an emerging business unit, dedicated to serving existing customers as well as a growing new customer base within the Fidelity enterprise. This role represents an exciting opportunity to help launch Institutional relationship capabilities within the business and help bring the vision for the future to life.

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:

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.