Senior Advisor Experience Specialist

Fidelity Investments Inc.; Roanoke (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Fidelity Charitable Gift Fund is seeking an Advisor Experience Senior Specialist to act as the primary point of contact for service activities for professional financial advisors working with Fidelity Charitable donor accounts. You will join a Premium Service team, handling high‑value interactions and striving to optimize the client experience across Operations and Service Delivery.

The role emphasizes customer obsession, relationship building, and the ability to manage multiple tasks with

Qualifications

• Bachelor’s degree and 3–5 years in Customer Service, Sales, Service Operations or UHNW background.
• Experience in the financial services industry, brokerage or investments preferred.
• Ability to maintain relationships and promote Fidelity Charitable’s digital capabilities.
• Strong verbal and written communication and problem‑solving skills.
• Ability to manage transactions end‑to‑end and handle escalated situations.

Responsibilities

• Provide outstanding customer service via phones and email.
• Collaborate with internal partners to fulfill special handling.
• Employ good judgment in decisions and problem resolution.
• Coordinate with management to implement expedited delivery requests.
• Ensure daily work meets accuracy standards and is timely.
• Suggest process improvements and system enhancements to increase efficiency.
• Maintain relationships with Fidelity partners across Compliance, Legal, Risk, and Deliveries.
• Document up-to-date procedures for responsible functions.
• Case manage advisor relationships through escalated situations across Fidelity teams.

Skills

Customer service

UHNW background

Financial services industry

Verbal and written communication

Problem solving

Time management

Fidelity systems

Excel

PowerPoint

Tableau

Education

Bachelor's degree

Tools

FBSI

XTRAC

Job description

Fidelity Charitable Gift Fund is seeking an Advisor Experience Senior Specialist to act as the primary point of contact for service activities for professional financial advisors working with Fidelity Charitable donor accounts. You will join a Premium Service team, handling high‑value interactions and striving to optimize the client experience across Operations and Service Delivery.

The role emphasizes customer obsession, relationship building, and the ability to manage multiple tasks with