Senior Representative, Client Services

Job Description

The Select Services Team in our Fidelity Institutional Organization currently has an opening and is seeking a qualified candidate to support our clients in both automated & manual functions. Please review the job description and speak to your manager if you are interested in the position.

The Role

• Demonstrate a drive to simplify client interactions and manual processes
• Resolve and/or facilitate Problem Resolution
• Support client escalations
• Effectively handle multiple types of client requests (NASUs, Maintenance, Trading, TOA, etc. )
• Interact with business partners and/or external firms to help resolve client issues
• Maintain ownership of customer issues from point of contact through completion, providing timely follow-up when necessary
• Proactively contribute to trending and reporting of client touch points in an effort to reduce manual work
• Demonstrate ability to effectively manage change and changing priorities
  
  

The Expertise And Skills You Bring

• Commitment to quality execution-Customer Obsessed
• You are highly motivated, learn quickly and perform well under pressure and in a fast-paced environment
• Demonstrates confidence when dealing with large dollar transactions
• Demonstrates urgency to escalate any issues where appropriate
• Proficiency in both Service Center Desktop, 3270 mainframe, and AWD
• Ability to work in a fast-paced, flexible team environment
• Strong written, verbal, and interpersonal communication skills
• Exceptional customer service skills
• Presentation, negotiation, and influence skills
• Possess problem solving/analytical skills
• Time management (multi-tasking) skills
• Creative/open-minded
• Strong client solution mind-set
• Intermediate user of Microsoft Office products
  
  

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

The Team

The Select Services Representative provides best in class service by supporting investment professionals, IP assistants, shareholders, and other institutional clients with a full range of servicing across the transfer agent spectrum. The Select Services Representative ensures customer satisfaction by delivering extraordinary service by responding to inbound calls, performing trade execution, account correction, problem solving, offline report monitoring and acting as a client advocate throughout the Fidelity organization. Select Services interact with many groups within the Fidelity organization and are required to effectively represent the business to customers and business partners.

In addition to the external processing and phone aspects of the role, the candidate is expected to be a key contributor to a positive workplace environment and have a strong commitment to teamwork and shared success. Associates are expected to own their professional development plan and acquire additional skills that ensure continued growth and effective contributions to the organization.

Certifications

Category:

Brokerage Operations

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

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.