Customer Support Representative - Omaha / Lincoln, NE area ONLY

About the role

In this full-time position, you can apply your skills and knowledge in a significant way every day to help others. 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.

Responsibilities

• Learn about the financial services industry, develop your skills, and gain new experiences during a 14-week training cohort.
• Start with basic customer calls and progress to more sophisticated calls related to our clients' 401K plans.
• Continue taking customer calls to develop and hone your skills.
• Join team activities, get well-being support, and career coaching.
• Handle a variety of situations and conversations driving towards a resolution suitable for all.
• Work overtime hours during peak call periods.

Requirements

• 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.
• 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.

Qualifications

• Minimum 1 year of customer service experience.
• High School diploma or GED required.

Skills

• 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.
• 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.

Benefits

Note: Fidelity is not providing immigration sponsorship for this position.

Pay

Full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability.

Schedule

Monday – Friday, 40 hours per week (Must have open availability from 7:30am to 11:00pm CST).

Shifts and Hours

Overtime hours are encouraged during peak call periods.

Our Investments in You

The value you deliver includes a passion for helping people and a desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making. We provide outstanding customer service and communication via voice or digital channels.

Our Investments in You

Click here to learn about a few featured benefits (not all benefits are listed).

Onsite Working Model

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications

Category: Customer Service