Customer Support Representative - Omaha / Lincoln, NE area ONLY

Fidelity Investments; Omaha (NE); On-site; USD 24,796 - 33,062; Full time

Job summary

Fidelity Investments is hiring a Financial Customer Associate in the Greater Omaha area. This full-time, on-site role focuses on helping customers with 401(k) accounts, withdrawals, and account maintenance, while delivering education and resources to support financial decisions.

As a FCA, you will undergo a 14-week training cohort and ongoing coaching, balancing working from office and home as needed. A high school diploma or GED is required, with at least one year of customer service experience

Qualifications

• Minimum 1 year of customer service experience.
• High School diploma or GED required.
• Excellent communication, listening, and empathy to support diverse customers.
• Ability to adapt to different work environments and schedules.

Responsibilities

• Answer questions about customers' 401(k) balances and withdrawals.
• Assist with account maintenance, education, or resources.
• Provide education and guidance to help customers make informed financial decisions.
• Participate in training and onboarding for Fidelity Financial Customer Associates.

Skills

Customer service

Communication

Active listening

Empathy

Adaptability

Tech troubleshooting

Education

High School diploma or GED

Job description

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

Do you genuinely enjoy making a difference in the lives of others while primarily working from home? If you answered “yes” and are a customer service-minded champion, we are hiring Financial Customer Associates (FCA) who live within 60 miles of the Greater Omaha area including Lincoln, NE.

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 401(k) 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.

Training & Onboarding

• 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 401(k) 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.

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. Click here to learn about a few featured benefits (not all benefits are listed).

Shifts and Hours: Monday – Friday, 40 hours per week (Must have open availability from 7:30 am to 11:00 pm CST). Overtime hours are encouraged during peak call periods.

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.