Donor Experience 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 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.