Job Description: Fidelity believes in, and is committed to, fair and consistent treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect. Abby Johnson | Chairman & CEO Fidelity Investments
In the Service Solutions Group you will be an integral part of a team that provides expertise for complex service items, emphasizing point of service resolution. You will own the outcome for the customer and provide a personalized, frictionless experience to effectively resolve the customer need. In this role, you will have the opportunity to help our customers feel more confident, make clearer decisions, and achieve their own financial dreams.
The Purpose of Your Role
The Service Solutions team will be empowered and trained to resolve most issues at point of service, and will proactively reach out to customers to resolve not in good order items and other Fidelity identified issues. You support Fidelity associates in researching and resolving customer concerns, balancing your time between answering phone calls from associates and clients, and working customer cases. You will serve as a single point of contact to customers, providing a dedicated, compassionate, and balanced approach by building customer confidence and earning their trust. This includes:
Relocation assistance may be available for those who meet eligibility requirements.
The Expertise You Have
The Skills You Bring
The Value You Deliver
We believe in being #DifferentTogether. Fidelity’s nine affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences who come together to create a positive, inclusive workplace for all employees.
We continuously strive for a diverse and inclusive workplace where we respect and value our associates for their unrivaled perspectives and experiences.
COVID work policy
Safety is our top priority, so this role will be fully remote for the short term. Once we can be together in person with fewer safety measures, this role will move to our dynamic working approach. You’ll be spending some of your time onsite depending on the nature and needs of your role.
Dynamic working – post pandemic
Our aim is to combine the best of working offsite with coming together in person. For most teams this means a consistent balance of working from home and office that supports the needs of your role, experience level, and working style.
Your success and growth is important to us, so you’ll want to enjoy the benefits of coming together in person – face to face learning and training, quality time with your manager and teammates, building your career network, making friends, and taking full advantage of cultural and social experiences Fidelity provides for you.
Learn More: Dynamic Working
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following:
For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to (see below), or by calling , prompt 2, option 2
For roles based in Ireland: Contact (see below)
For roles based in Germany: Contact (see below)
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. Find your Fidelity at fidelitycareers.com .
Fidelity Investments is an equal opportunity employer.We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to or by calling , prompt 2, option 2.
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