Customer Support Representative - Covington

About the Role

Do 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 Covington 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.

What You'll Do

• Handle customer calls related to 401K plans, starting with basic calls and progressing to more sophisticated calls during the training phase
• Assist customers with account balance inquiries, withdrawals, loans, and account maintenance
• Provide education and resources to help customers make informed financial decisions
• Continue taking customer calls to develop and hone skills in the months following training
• Participate in team activities, well-being support, and career coaching during time away from customer calls

Training Program

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. Your achievements will be celebrated as you progress through the program.

Qualifications

• Minimum 1 year of customer service experience
• High School diploma or GED required
• No finance background or degree needed

Skills & Attributes

• 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 (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
• A passion for helping people
• Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making
• Outstanding customer service and communication via voice or digital channels

Schedule

Monday – Friday. Training hours are 8:30am – 5:00pm EST and post training must be able to work an 8hr shift between the hours of 8:30am – 8:30pm EST. 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.

Work Model

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. Fidelity will not provide immigration sponsorship for this position.