Financial Customer Associate - Merrimack

Fidelity Investments; Merrimack (NH); On-site; USD 22,041 - 31,684; Full time

Job summary

Fidelity Investments in Merrimack, NH is hiring a Financial Customer Associate (FCA) for a full‑time, onsite role. The position starts with a 14‑week training cohort, followed by handling customer calls including 401K inquiries and account maintenance.

Expect a structured schedule: training 8:30 am–5:00 pm EST, then 8‑hour shifts, four days onsite in a four‑week cycle. Applicants should have at least one year of customer service experience and a high school diploma or GED.

Qualifications

• Minimum one year of customer service experience.
• High School diploma or GED required.

Responsibilities

• Join a training cohort during the first 14 weeks to become an FCA.
• Handle a mix of basic customer calls and 401K‑plan calls after training.
• Continue taking customer calls and participate in team activities and coaching.
• Work full-time in an hourly phone role with potential for extra hours.

Education

High School diploma or GED

Customer service experience

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 Role

Do you genuinely enjoy making a difference in the lives of others? If you answered "yes" and are a customer service‑mindful champion, we are hiring Financial Customer Associates (FCA) at our Merrimack site. This full‑time position will help customers feel more confident, make clearer decisions, and achieve their financial dreams. You will assist with a broad range of needs such as 401k account balance inquiries, withdrawals, loans, account maintenance, and educational resources. You do not need a finance background to succeed.

Responsibilities

• Join a training cohort of associates during the first 14 weeks, training to become an FCA. Start with basic customer calls and progress to more sophisticated 401K‑plan calls.
• Continue taking customer calls after training, honing skills. Participate in team activities, well‑being support, and career coaching.
• Rewards & Recognition will celebrate achievements as you progress.
• Work in a full‑time, hourly phone position, with the opportunity for extra hours based on business needs and availability.

Required Experience & Skills

• Ability to establish rapport and relationships through effective communication.
• Great listening skills, professionalism, and empathy toward diverse customers.
• Adaptability and flexibility to succeed in various work environments.
• Proficiency in navigating and troubleshooting basic technology issues or systems.
• Handle a variety of situations and conversations, driving toward suitable resolutions.
• Self‑motivated teammate with strong social skills, energy, and passion.
• Minimum one year of customer service experience.
• High School diploma or GED required.

Desired Attributes

• A passion for helping people.
• Desire for continuous learning and applying new concepts.
• Provide outstanding customer service and communication via voice or digital channels.

Hours & Onsite Model

Monday – Friday. Training hours are 8:30 am – 5:00 pm EST. Post‑training shifts must be 8 hours between 10 am – midnight EST. The role requires 4 days onsite out of each 4‑week cycle. Onsite expectations may change with rollout progress.

Additional Information

Fidelity’s benefits programs are crafted to help you and your loved ones balance life and work. Please refer to the company benefits portal for details.

Compliance: Fidelity’s operations are governed by the Securities Exchange Act of 1934, Investment Advisers Act of 1940, Investment Company Act of 1940, ERISA, state securities laws, and self‑regulatory organizations, including FINRA. Certain criminal history may restrict hiring.