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Client Service Broker / Agent / Representative Future Opportunities (Rhode Island) Job
Date: Mar 9, 2010
Location: Smithfield, RI, US
Client Service Representative Future Opportunities (Rhode Island) - 1000532
Description
Department Hours: 8 a.m. - 6 p.m. EST, Monday - Friday
(Various Shift:s exist within the overall departmental hours to ensure coverage. Shifts are at the discretion of the Senior Directors, and flexibility regarding hours is required.)
Position Description
Fidelity Operations & Services Group (OSG) provides superior customer service to Fidelity institutional businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. Client Service Representatives (CSR) are part of an intact service team servicing Fidelity Institutional Wealth Services (IWS) clients. In addition to the fast paced, team-oriented environment, CSRs are focused on enhancing relationships and building customer loyalty with IWS clients. Using various online tools, CSRs assist clients regarding various brokerage transactions (new accounts, maintenance, cashiering, transfer of assets (TOA), corporate rollovers, deliveries, etc). CSRs are also responsible for resolving problems and discussing Fidelity's services to educate and engage our customers. CSRs have opportunities to build working relationships with contacts at external financial firms and internal business partners alike.
The CSR will work within a "Pod" environment, which will consist of dedicated Money Movement, TOA, and New Account/Maintenance associates, as well as Client Service Managers (CSM). The Pod will work on all service and operational requests from a specific group of advisors and is responsible for the overall service experience for those clients.
CSRs interact with many groups within the Fidelity organization and are required to effectively represent the business to customers and business partners. CSRs are expected to work overtime as necessary with minimal notice to complete the day's work.
In addition to the processing aspects of the role, CSRs are expected to be key contributors 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.
Primary Responsibilities
* Handle inbound customer inquires from IWS clients (email, phone, XTRAC / Service Center)
* Resolve and/or facilitate Problem Resolution
* Handle first level escalations
* Handle multiple call types ( New Accounts, Maintenance, Cashiering, TOA, IWS Product, etc )
* Working knowledge of Fidelity's systems including (but not limited to) FDOT, XTRAC, FBSI, and CACTUS
* Interact with business partners and/or contra firms to help resolve client issues
* Resolve customer issues at point of contact through limited processing
Provide flex capacity when needed to support transaction processing
Qualifications
Education and Experience
* 5+ years Brokerage Operations experience highly preferred
* Current or prior problem resolution experience preferred
* College Degree preferred
* Customer Service experience required
* Financial industry experience required
* Working knowledge of Fidelity's systems including FDOT, XTRAC, FBSI, CACTUS
* Series 7 preferred
Skills and Knowledge
* Ability to work in a fast-paced, team environment
* Strong written, verbal and interpersonal communication skills
* Exceptional customer service skills
* Presentation, negotiation skills and influence skills
* Problem solving/analytical skills
* Time management (multi-tasking) skills
* Creative/open-minded
* Strong client solution mind-set
Company Overview
Fidelity Investments is one of the world's largest providers of financial services, with assets under administration of nearly $3.2 trillion, including managed assets of nearly $1.5 trillion as of November 30, 2009. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to over 20 million individuals and institutions as well as through 5,000 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket, a leading online brokerage firm and one of the largest providers of custody and clearing services to financial professionals. For more information about Fidelity Investments, visit www.fidelity.com
Job
: Client Services
Primary Location
: RI-Smithfield
Schedule:
: Full-time
Job Level:
: Individual Contributor
Education Level
: Bachelor's Degree (±16 years)
Job Type
: Standard
Shift
: Day Job
Overtime Status:
: Non-exempt
Travel:
: No
Description
Department Hours: 8 a.m. - 6 p.m. EST, Monday - Friday
(Various Shift:s exist within the overall departmental hours to ensure coverage. Shifts are at the discretion of the Senior Directors, and flexibility regarding hours is required.)
Position Description
Fidelity Operations & Services Group (OSG) provides superior customer service to Fidelity institutional businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. Client Service Representatives (CSR) are part of an intact service team servicing Fidelity Institutional Wealth Services (IWS) clients. In addition to the fast paced, team-oriented environment, CSRs are focused on enhancing relationships and building customer loyalty with IWS clients. Using various online tools, CSRs assist clients regarding various brokerage transactions (new accounts, maintenance, cashiering, transfer of assets (TOA), corporate rollovers, deliveries, etc). CSRs are also responsible for resolving problems and discussing Fidelity's services to educate and engage our customers. CSRs have opportunities to build working relationships with contacts at external financial firms and internal business partners alike.
The CSR will work within a "Pod" environment, which will consist of dedicated Money Movement, TOA, and New Account/Maintenance associates, as well as Client Service Managers (CSM). The Pod will work on all service and operational requests from a specific group of advisors and is responsible for the overall service experience for those clients.
CSRs interact with many groups within the Fidelity organization and are required to effectively represent the business to customers and business partners. CSRs are expected to work overtime as necessary with minimal notice to complete the day's work.
In addition to the processing aspects of the role, CSRs are expected to be key contributors 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.
Primary Responsibilities
* Handle inbound customer inquires from IWS clients (email, phone, XTRAC / Service Center)
* Resolve and/or facilitate Problem Resolution
* Handle first level escalations
* Handle multiple call types ( New Accounts, Maintenance, Cashiering, TOA, IWS Product, etc )
* Working knowledge of Fidelity's systems including (but not limited to) FDOT, XTRAC, FBSI, and CACTUS
* Interact with business partners and/or contra firms to help resolve client issues
* Resolve customer issues at point of contact through limited processing
Provide flex capacity when needed to support transaction processing
Qualifications
Education and Experience
* 5+ years Brokerage Operations experience highly preferred
* Current or prior problem resolution experience preferred
* College Degree preferred
* Customer Service experience required
* Financial industry experience required
* Working knowledge of Fidelity's systems including FDOT, XTRAC, FBSI, CACTUS
* Series 7 preferred
Skills and Knowledge
* Ability to work in a fast-paced, team environment
* Strong written, verbal and interpersonal communication skills
* Exceptional customer service skills
* Presentation, negotiation skills and influence skills
* Problem solving/analytical skills
* Time management (multi-tasking) skills
* Creative/open-minded
* Strong client solution mind-set
Company Overview
Fidelity Investments is one of the world's largest providers of financial services, with assets under administration of nearly $3.2 trillion, including managed assets of nearly $1.5 trillion as of November 30, 2009. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to over 20 million individuals and institutions as well as through 5,000 financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket, a leading online brokerage firm and one of the largest providers of custody and clearing services to financial professionals. For more information about Fidelity Investments, visit www.fidelity.com
Job
: Client Services
Primary Location
: RI-Smithfield
Schedule:
: Full-time
Job Level:
: Individual Contributor
Education Level
: Bachelor's Degree (±16 years)
Job Type
: Standard
Shift
: Day Job
Overtime Status:
: Non-exempt
Travel:
: No
Nearest Major Market: Providence
Nearest Secondary Market: Rhode Island
Job Segments: Customer Service, Customer Service Representative, Hospitality
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