Senior Representative, Client Services - Processing

Are you customer focused and also strive to deliver experiences that foster customer loyalty? Then this might be the right role and opportunity for you! Apply now to be considered for the upcoming class that includes an immersive paid training during onboarding! 

The Role 

The Operations & Services Group (OSG) Client Services division is seeking driven and knowledgeable associates for a transaction processing role! As a Senior Representative for Client Services, you will be directly involved in navigating transaction processing and carrying out our already-established record-keeping business practices, provides best in class service to financial advisors and other institutional clients by executing client requests and acting as a client advocate throughout the Fidelity organization through telephone within contact center. You ensure customer satisfaction by delivering extraordinary service, handling standard and complex interactions and processing of client inquiries received by phone or in writing.  

We are customer-obsessed and strive to deliver experiences that foster customer loyalty through consistent, high-quality service, delivered by associates who can effectively transform knowledge to performance, complexity to simplicity, and customer service into relationships. 

The Expertise and Skills You Bring

• 2+ years of brokerage operations or financial services experience preferred

• 2+ years of experience in transaction processing/data entry roles or related financial process STRONGLY PREFERRED

• Provide quality customer service through accurate and timely processing of requests

• Deliver effective written and verbal communication to appropriate business partners when requests are not in good order or need clarification

• Meet minimum productivity requirements

• Gain proficiency in additional OSG processes as department needs require

• Complete administrative records documenting time spent on different processes

• Strong organizational skills and attention to detail

• Proficient in manually entering or transferring data from paper documents into computer systems

• Ensure accurate processing of allocated work with efficiency

• Interacting with business partners (Resolution, Adjustments, Frontline call center, etc.) to assist in processing client requests

• Ability to learn and adapt to changes and new processes

• Motivated and committed to excellence; positive attitude and can-do work ethic.

• Strong Team player

• Strong multi-tasking skills and the ability to process transactions with efficiency and accuracy

• Strong organizational skills, ability to prioritize decisions in a fast-moving environment

• Contribute to a team environment that fosters culture of peer-to-peer coaching, collaboration and recognition

• Problem solver

• Flexible and adaptable; you adjust quickly to change in a busy environment

• Ability to think independently with decision-making skills 

• Understand the importance of providing superior service and able to think outside the box

Note: Fidelity will not provide immigration sponsorship for this position.

The Team

We provide superior customer service to Fidelity’s Institutional businesses through innovation, dedication and commitment to excellence. This division is responsible for servicing our customers via inbound phones interactions, transaction processing and record-keeping for the transfer agent, Fidelity Investments Institutional Operations Company, Inc., as well as intermediary support and relationship management for Fidelity Institutional Asset Management (FIAM). 

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite 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.