Customer Support Representative

Wiraa; United States; Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive health, dental, and vis​

Retirement savings plans with company

Paid time off and holidays

Training and professional development

Flexible work arrangements and wellnes

Opportunities for career advancement

Job summary

Fidelity Investments in Merrimack, NH is seeking Financial Customer Associates to be the first point of contact for clients with retirement accounts, including 401(k). You will handle inquiries, guide account actions, and provide education to help clients reach their financial goals.

New associates will begin with a comprehensive 14-week training program, followed by ongoing coaching, team activities, and opportunities for career growth in a supportive, customer-focused environment.

Qualifications

• High School diploma or GED required.
• Minimum of 1 year of customer service experience.
• Excellent communication and interpersonal skills.
• Ability to establish rapport and build relationships with customers.
• Strong listening skills, professionalism, and empathy.
• Adaptability and flexibility to work in various environments, including balancing office and remote work.
• Proficiency in navigating and troubleshooting basic technology systems.
• Self-motivated with strong teamwork and social skills.

Responsibilities

• Respond to customer inquiries related to their retirement accounts, including 401(k) balances, withdrawals, and loans.
• Provide clear and accurate information to assist customers in making informed financial decisions.
• Guide customers through account maintenance processes and educational resources.
• Resolve customer issues efficiently and professionally, ensuring a positive experience.
• Participate in training sessions and team activities to enhance skills and knowledge.
• Maintain compliance with company policies, industry regulations, and security protocols.
• Document customer interactions accurately in the system.
• Contribute to a collaborative team environment by sharing best practices and supporting colleagues.

Skills

Customer service

Communication

Interpersonal skills

Active listening

Problem solving

Tech savvy

Rapport building

Teamwork

Flexibility

Remote work adaptation

Education

High School diploma or GED

Job description

About The Company

Fidelity Investments is a leading global financial services corporation renowned for its commitment to helping individuals and institutions achieve their financial goals. With a history of innovation and customer-centric solutions, Fidelity offers a comprehensive range of investment management, retirement planning, brokerage, and advisory services. The company prides itself on fostering a collaborative and inclusive work environment that encourages continuous learning and professional development. Fidelity's dedication to integrity, excellence, and client satisfaction positions it as a trusted partner in the financial industry, serving millions of customers worldwide.

About The Company

Fidelity Investments is a leading global financial services corporation renowned for its commitment to helping individuals and institutions achieve their financial goals. With a history of innovation and customer-centric solutions, Fidelity offers a comprehensive range of investment management, retirement planning, brokerage, and advisory services. The company prides itself on fostering a collaborative and inclusive work environment that encourages continuous learning and professional development. Fidelity's dedication to integrity, excellence, and client satisfaction positions it as a trusted partner in the financial industry, serving millions of customers worldwide.

About The Role

We are seeking motivated and customer-focused individuals to join our team as Financial Customer Associates (FCA) at our Merrimack location. This full-time role provides an excellent opportunity to make a meaningful difference in the lives of our clients by offering expert guidance and support related to their financial accounts, particularly 401(k) plans. As an FCA, you will be the primary point of contact for customers, assisting them with account inquiries, transactions, and educational resources to help them achieve their financial aspirations. This role is ideal for individuals who enjoy problem-solving, building rapport, and delivering outstanding service in a dynamic environment. No prior finance experience is necessary, as comprehensive training will be provided to develop your skills and industry knowledge.
Initially, new associates will participate in a 14-week training program designed to equip you with the necessary skills to succeed. During this period, you will handle basic customer interactions, gradually progressing to more complex calls related to retirement plans. Post-training, you will continue to refine your skills through ongoing calls, team activities, and coaching sessions. The role offers opportunities for recognition and career growth, with the flexibility to work extra hours based on business needs and your availability.

Qualifications

• High School diploma or GED required
• Minimum of 1 year of customer service experience
• Excellent communication and interpersonal skills
• Ability to establish rapport and build relationships with customers
• Strong listening skills, professionalism, and empathy
• Adaptability and flexibility to work in various environments, including balancing office and remote work
• Proficiency in navigating and troubleshooting basic technology systems
• Self-motivated with strong teamwork and social skills

Responsibilities

• Respond to customer inquiries related to their retirement accounts, including 401(k) balances, withdrawals, and loans
• Provide clear and accurate information to assist customers in making informed financial decisions
• Guide customers through account maintenance processes and educational resources
• Resolve customer issues efficiently and professionally, ensuring a positive experience
• Participate in training sessions and team activities to enhance skills and knowledge
• Maintain compliance with company policies, industry regulations, and security protocols
• Document customer interactions accurately in the system
• Contribute to a collaborative team environment by sharing best practices and supporting colleagues

Benefits

• Comprehensive health, dental, and vision insurance plans
• Retirement savings plans with company contributions
• Paid time off and holidays
• Training and professional development programs
• Flexible work arrangements and wellness support
• Opportunities for career advancement within the organization

Equal Opportunity

Fidelity Investments is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected class under applicable law. All employment decisions are based on qualifications, merit, and business needs.

Fidelity will not provide immigration sponsorship for this position.