Job Title: Advisor Experience Specialist
Note: Fidelity is not providing immigration sponsorship for this position
The Role
The Advisor Experience Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.
Advisor Experience Specialist
Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.
The work shift for this role is 9:00 AM - 5:30 PM CT, Monday – Friday if Westlake, Texas.
(Flexible start and end times during training period as needed by team are requested)
The Skills and Expertise you bring
- Bachelor’s degree preferred
- 1-2 years of telephone customer service experience; preferably in a contact center environment preferred
2-3 years Customer Service, Sales, Service Operations or UHNW background strongly preferred
- Your proficient verbal and written communication skills required
- Your very best problem- solving skills with excellent follow through
- Your strong organizational skills, planning and time management
- You are able to proficiently multi-task in a Windows based environment
- You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
- Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available.
- Providing outstanding customer service via phones and email communication
- Collaborating with internal Charitable business partners to fulfill special handling
- Employing good sound judgment in decision making or problem resolution
- Coordinate with management to implement expedited delivery requests
- Ensure daily work meets accuracy standards and is completed in a timely manner
- Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
- Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
- Maintain up-to-date procedures for those functions for which responsible
- Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable
The Team
The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.
Certifications:Category:Client ServicePlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Skills Required
- Bachelor's degree preferred
- 1-2 years of telephone customer service experience
- 2-3 years Customer Service, Sales, Service Operations or UHNW background
- Proficient verbal and written communication skills
- Excellent problem-solving skills
- Strong organizational skills
- Ability to multi-task in a Windows based environment
- Proficient in MS products including Word/Excel
- Flexibility for overtime as requested
Fidelity Investments Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fidelity Investments and has not been reviewed or approved by Fidelity Investments.
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Strong & Reliable Incentives — Bonuses, commissions, and profit-sharing are presented as generous and meaningful components of total compensation, with certain roles achieving high total earnings through multiple pay streams. Variable pay is consistently framed as a positive contributor beyond base salary.
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Retirement Support — A 401(k) match up to 7% alongside additional profit-sharing up to 10% materially enhances long-term compensation. These retirement features are highlighted as standout strengths of the overall package.
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Parental & Family Support — Generous paid parental leave (16 weeks maternity, 12 weeks parental), backup dependent care, and adoption assistance provide robust family support. Hybrid work and caregiving resources further ease family responsibilities.
Fidelity Investments Insights
What We Do
At Fidelity, our goal is to make financial expertise broadly accessible and effective in helping people live the lives they want. We do this by focusing on a diverse set of customers: - from 23 million people investing their life savings, to 20,000 businesses managing their employee benefits to 10,000 advisors needing innovative technology to invest their clients’ money. We offer investment management, retirement planning, portfolio guidance, brokerage, and many other financial products. Privately held for nearly 70 years, we’ve always believed by providing investors with access to the information and expertise, we can help them achieve better results. That’s been our approach- innovative yet personal, compassionate yet responsible, grounded by a tireless work ethic—it is the heart of the Fidelity way.
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