Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, this role is required to be onsite for one week (M-F, all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues.
Note: Fidelity will not provide immigration sponsorship for this position.
The Role
Do you genuinely enjoy making a difference in the lives of others? If you answered “yes” and are a customer service-minded champion, we are hiring Financial Customer Associates (FCA) in our Durham site.
In this full-time position, you can apply your skills and knowledge in a significant way every day to help others. Our FCA role is a springboard to an amazing career in which you change the lives of customers! 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. We commit to investing in you by strengthening your skills, experiences and connections that will help advance your career at Fidelity. You do not need a finance background to succeed in this role.
As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences.
- Join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401K plans.
- In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well-being support, and career coaching.
- Rewards & Recognition: Your achievements will be celebrated as you progress through the program.
- This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.
The Expertise and Skills you Bring
- 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.
- Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
- 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
- Minimum 1 year of customer service experience
- High School diploma or GED required
The Value you Deliver
- A passion for helping people
- Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making
- Provide outstanding customer service and communication via voice or digital channels
Our Investments in You
Our benefit programs are crafted to help you and your loved ones strike the perfect balance. Click here to learn about a few featured benefits (not all benefits are listed)
Shifts and Hours: Monday – Friday. Training hours are 8:30am – 5:00pm EST and post training must be able to work an 8 hour shift between the hours of 12:00pm – 12:00am EST.
Fidelity’s 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.
Please 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
- Minimum 1 year of customer service experience
- High School diploma or GED
- Ability to establish rapport through effective communication, active listening, and empathy
- Adaptability and flexibility for changing work environments and overtime
- Proficiency navigating and troubleshooting basic technology/systems
- Availability to attend initial 14-week training cohort
- Onsite attendance one week out of every four (current requirement)
- Ability to work an 8-hour shift between 12:00pm and 12:00am EST post-training and Monday-Friday training schedule
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.
