Customer Support Representative

About The Company Fidelity Investments is a leading financial services firm committed to helping individuals and institutions achieve their financial goals. With a strong emphasis on customer service and innovation, Fidelity offers a wide range of investment management, retirement planning, portfolio guidance, and brokerage services. The company is dedicated to creating a supportive and inclusive work environment where employees can grow professionally and personally while making a meaningful impact on customers’ financial lives. Fidelity is currently transitioning to a full-time onsite working model through a phased rollout across regions and roles, reflecting its commitment to collaboration and operational excellence. About The Role The Financial Customer Associate (FCA) role at Fidelity is an exciting opportunity for individuals who enjoy making a difference in the lives of others through exceptional customer service. Based at our Merrimack site, this full-time position involves assisting customers with a broad range of financial needs, including inquiries about 401(k) account balances, withdrawals, loans, account maintenance, and providing educational resources. This role serves as a springboard for an enriching career in financial services, offering comprehensive training and ongoing development. Candidates do not require a finance background to succeed, as Fidelity provides extensive training and support. The role requires onsite presence for one week out of every four weeks, with shifts typically scheduled Monday through Friday. Qualifications High School diploma or GED requiredMinimum of 1 year of customer service experienceStrong communication skills with the ability to establish rapport and build relationshipsExcellent listening skills, professionalism, and empathy for diverse customer needsAdaptability and flexibility to work in various environments including onsite and remote settingsProficiency in navigating and troubleshooting basic technology issues and systemsAbility to handle a variety of situations and conversations, driving towards effective resolutionsSelf-motivated team player with strong interpersonal skills and a positive attitude Responsibilities Assist customers with inquiries regarding their 401(k) accounts, including balances, withdrawals, loans, and account maintenanceProvide clear, accurate, and empathetic communication to help customers make informed financial decisionsParticipate in an initial 14-week comprehensive training program, progressing from basic to more sophisticated customer interactionsContinue skill development through ongoing customer engagement and team activitiesUtilize available resources to educate customers and provide relevant financial informationMaintain professionalism and adherence to regulatory requirements governing financial servicesContribute positively to the team environment by sharing knowledge and supporting colleaguesWork scheduled shifts, including the ability to work an 8-hour shift between 10:00 am and midnight EST post-trainingAdapt to Fidelity’s evolving onsite working model and business needs Benefits Comprehensive training and career development opportunitiesCompetitive hourly compensation with potential for extra hours based on business needsAccess to well-being support and career coachingRecognition programs celebrating achievements and milestonesBenefit programs designed to support work-life balance for employees and their familiesInclusive and supportive work environment fostering continuous learning Equal Opportunity Fidelity Investments is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at Fidelity are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We encourage all qualified individuals to apply and join our team.