Customer Service Specialist

Fidelity Investments; Roanoke (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Fidelity Investments is seeking a Client Experience Associate in Westlake, TX to support Fidelity Charitable donors, financial advisors and non-profit partners. You will handle donor inquiries, process routine transactions, and ensure a high-quality customer experience.

The role requires strong communication, problem-solving, and multitasking skills, with experience in a contact center or similar environment. Office hours align with ET, with overtime as needed.

Qualifications

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

Responsibilities

• Ensure each interaction delivers superior customer experience while addressing requests.
• Engage with clients using conversational techniques to understand scope and resolve issues.
• Handle password/PIN resets, account navigations, and transaction updates over the phone.
• Coordinate with internal Charitable business units as needed.
• Deliver strong customer service and maintain call quality metrics.

Skills

Bachelor’s degree

Customer service

Verbal and written communication

Problem-solving

Multi-tasking in Windows environment

MS Office (Word/Excel)

Using internal apps (FBSI, XTRAC, FDOT

Education

Bachelor’s degree preferred and/or equivalent experience

Tools

Genesys Telephony

NICE

Salesforce

Zoom

MS Outlook

MS Teams

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 Associate to work in Westlake, TX!

Client Experience Associate

Got personality? Like to talk? Have a desire to tackle problems and 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 a ‘customer obsessed’ individual that wants to make a difference in helping our donors achieve their philanthropic goals.

The Expertise We’re Looking For

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

The Purpose of the Role

Your role is to ensure each interaction creates a superior 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, obtain relevant information and identify a solution, if necessary. 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.

The Skills You Bring

• Proficient verbal and written communication skills required
• Problem-solving skills with excellent follow through
• Strong organizational skills, planning, and time management
• Able to proficiently multi-task in a Windows based environment
• 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 (these are internal applications at Fidelity Charitalble)
• Flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30-8:00pmET, Monday-Friday. Shifts will vary during business hours.

The Value You Deliver

• Executing 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 wonderful customer experience with each interaction
• A customer centric mindset

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.