Customer Support Representative - Covington

Fidelity Investments; Covington (KY); On-site; USD 20,664 - 27,552; Full time

Job summary

Fidelity Investments is hiring a Financial Customer Associate for our Covington site. This full-time, onsite role focuses on helping customers with 401(k) questions, withdrawals, loans, and account maintenance. Training starts quickly, and no finance background is required to succeed.

The position emphasizes empathy, clear communication, and strong customer service across channels. It offers daily shifts, growth opportunities, and a collaborative team environment.

Qualifications

• At least 1 year of customer service experience
• Ability to establish rapport and relationships through effective communication
• Strong listening skills and professionalism
• Flexibility to balance office and home or hybrid work environments

Responsibilities

• Answer questions about clients' 401(k) balances and account details
• Assist with withdrawals, loans, and account maintenance
• Provide education or resources to help customers make informed financial decisions
• Participate in training and collaborate with team members to improve service quality

Skills

Communication

Active listening

Empathy

Adaptability

Technical troubleshooting

Customer service

Team player

Education

High School diploma or GED

Job description

Job Description

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles.

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 (M-F, 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

Do you genuinely enjoy making a difference in the lives of others? If you answered "yes" and are a customer service-minded champion, we are hiring Financial Customer Associates (FCA) in our Covington site.

In this full-time position, you can apply your skills and knowledge in a significant way every day to help others. Our FCA role is a springboard to an amazing career in which you change the lives of customers! In this customer service role, you will help customers feel more confident, make clearer decisions, and achieve their own financial dreams. You'll assist with a broad range of needs including answering questions about their 401k account balance and helping to make withdrawals, loans, account maintenance, provide education or resources. We commit to investing in you by strengthening your skills, experiences and connections that will help advance your career at Fidelity. You do not need a finance background to succeed in this role.

As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences.

• Join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401K plans.
• In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well-being support, and career coaching.
• Rewards & Recognition: Your achievements will be celebrated as you progress through the program.
• This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.

The Expertise and Skills you Bring

• Ability to establish rapport and relationships through effective communication
• Great listening skills, professionalism, and empathy toward others to support the challenges of our diverse customers.
• Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Handle a variety of situations and conversations driving towards a resolution suitable for all
• Self-motivated teammate with strong social skills who brings energy and passion to the team
• Minimum 1 year of customer service experience
• High School diploma or GED required

The Value you Deliver

• A passion for helping people
• Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making
• Provide outstanding customer service and communication via voice or digital channels

Our Investments in You

Our benefit programs are crafted to help you and your loved ones strike the perfect balance.

Shifts and Hours

Monday - Friday. Training hours are 8:30am - 5:00pm EST and post training must be able to work an 8hr shift between the hours of 8:30am - 8:30pm EST

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.