Working pattern:
4‑day week (Monday–Friday), 7:00am–5:30pm (10 hour shift)
The non‑working day will fall between Monday and Friday and will be agreed in advance.
Do you want to work for a fast-paced, growing organization where impactful people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Representative where you will be the key contact in servicing, educating, and resolving day-to-day operational issues for our institutional clients.
The Purpose of Your Role
Fidelity Digital Assets® is a growing business unit that is focused on bringing emerging concepts to life in the digital asset arena and delivering those solutions to institutional clients and prospects. The Client Service Representative (CSR) will work within a ‘Pod’ or Client Service Team environment, which will consist of dedicated Client Service associates focused on the client relationship. The team will work on all service and operational requests from a specific group of clients and will be responsible for the overall experience for those clients.
You will focus on client satisfaction with specific attention in the areas of client service relationship management, problem resolution, and process improvement. CSRs are expected to display leadership characteristics, and to have strong commitment to teamwork and shared success.
To be effective, you will work closely with the Implementation Manager and Relationship Manager, as well as the broader Fidelity Digital Assets® team including Technology, Operations, Product/Marketing, and Business Development, to improve processes and client satisfaction by proactively developing a deeper understanding of their operational needs and opportunities. You will also deliver expertise regarding key industry topics that include product, platform, technology, operations, and business management principles. With your knowledge and commitment, you will become a collaborative and resourceful member of the Fidelity Digital Assets team, sharing best practices and driving successful results.
The Expertise We’re Looking For
Bachelor’s Degree preferred.
3+ years of operations and/or client service experience in the financial services industry.
Relationship building skills across team, business unit, and national peers.
Familiarity with institutional custody and operations solutions.
The Skills You Bring
Your excellent interpersonal, verbal, and written communication skills.
Your ability to work well on teams and in fast-paced, cross-collaborative environments.
Your ability to think analytically and deliver solutions to complex challenges.
Your proven leadership skills.
Your proven ability to build and leverage internal and external networks.
Your passion for innovation.
Your success in navigating and thriving in a dynamic, growing business.
Flexible hours, which may include evenings and weekends.
The Value You Deliver
At Fidelity, collaboration isn’t just about working together, but also about improving lives together. Our success as a firm is due to the personal responsibility and pride that our associates take in getting things just right, and the compassion that drives us to go the extra mile for our customers and each other. Included in the value that you’ll deliver are:
Supporting divisional business needs while maintaining a ‘client first’ mentality.
Optimizing the client experience at Fidelity and developing long term client relationships and partnerships.
Providing exceptional service to all of our clients by processing their requests in an accurate and timely manner.
Driving high satisfaction, quality, and efficiency for both the client and Fidelity.
Delivering superior results quickly and efficiently, utilizing effective time management skills.
Actively participate in client meetings and client service reviews.
Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
How Your Work Impacts the Organization
Fidelity Digital Asset is an emerging business unit, dedicated to serving existing customers as well as a growing new customer base within the Fidelity enterprise. This role represents an exciting opportunity to help build Institutional relationship capabilities within Fidelity Digital Assets and help bring the vision for the future to life.
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Category:Client ServiceSkills Required
- 3+ years of operations and/or client service experience in the financial services industry
- Familiarity with institutional custody and operations solutions
- Bachelor's degree
- Excellent interpersonal, verbal, and written communication skills
- Ability to work effectively in teams and fast-paced, cross-collaborative environments
- Analytical problem-solving ability
- Leadership skills
- Ability to build and leverage internal and external networks
- Flexibility to work evenings and weekends when needed
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.
