Financial Customer Associate - Durham

Soteria Reinsurance Ltd.; Durham, Northern (NC, KY); Hybrid; USD 22,000 - 28,000; Full time

Job summary

Fidelity Investments in Durham is hiring Financial Customer Associates to join a full-time onsite program. You will answer questions about 401k accounts, assist with withdrawals and loans, and support account maintenance while developing your financial services skills.

You do not need a finance background; training lasts 14 weeks, progressing from basic customer calls to more complex inquiries. The role offers shifts Monday–Friday with EST hours and opportunities to work extra hours as needed.

Qualifications

• Minimum 1 year of customer service experience.
• High School diploma or GED required.
• Excellent listening and communication skills.
• Able to work across shifts including evenings.
• Onsite training and program structure.

Responsibilities

• Answer questions about 401k accounts and balances.
• Help with withdrawals, loans, and account maintenance.
• Provide education or resources to customers.
• Participate in training cohort during first 14 weeks.
• Work as part of a team to resolve customer inquiries.

Skills

Customer service

Communication

Active listening

Empathy

Adaptability

Tech troubleshooting

Team mindset

Experience in CS

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. **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 RoleDo 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 Durham 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 requiredThe 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 channelsOur Investments in YouOur 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. Training hours are 8:30am – 5:00pm EST and post training must be able to work an 8 hour shift between the hours of 12:00pm – 12:00am 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 ServicePlease 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.### About UsAt 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.