As the CTC Representative in OSG Operations, you will play a critical role within Fidelity’s Inbound Operations business unit. This position involves supporting a diverse range of back-office operations, including data extraction and document processing through multiple input channels—central scan, remote scan, and electronic formats. The Inbound team delivers transaction services across all of Fidelity’s distribution channels, driving the company's growth with high-quality, cost-effective, and innovative service solutions. Our success is built on the expertise and dedication of our talented associates.
Primary Responsibilities:
Perform document identification, classification, and review of customer-supplied transactions to determine in-good-order (IGO) or not-in-good-order (NIGO) status. Utilize specific business partner rules to prioritize and facilitate document routing by transaction type and workflow processing queues.
Conduct customer-related research using Fidelity mainframes and/or databases to locate, analyze, and supply data elements required for transaction routing, indexing, and image retrieval purposes.
Serve as a subject matter expert (SME) by assisting team members with resolving complex processing issues, providing training, and conducting secondary process reviews. Independently monitor multiple work queues to ensure the accurate and timely completion of customer transactions.
Identify and support workflow enhancements by participating in business process improvement (BPI) teams, offering improvement recommendations, and driving process efficiencies through change management.
Ensure the timely completion of administrative tasks by performing end-of-day reviews of designated processing queues. Track and enter time and volume-related data to demonstrate processing compliance and ensure reporting accuracy.
The Expertise and Skills You Bring
College degree preferred, High school diploma
Two to five years of transaction processing experience within a professional, fast-paced corporate environment, preferably within Fidelity Investments
High speed keying aptitude
Ability to complete assigned tasks both timely and accurately
Strong organizational skills with meticulous attention to detail
Ability to work effectively in a team environment
Excellent written and verbal communication skills
Highly motivated, self-directed, and independent thinker
Customer obsessed with each transaction handled
Ability to prioritize multiple tasks to meet tight deadlines
Proficiency in navigating multiple applications
Flexibility and adaptability to change
Problem-solving skills across functional and business lines
Knowledge of Fidelity’s applications and various Inbound applications
Working knowledge of MS Office, including Excel, Outlook, Access database software, and the Internet
Thorough understanding of the interrelationships between Inbound Operations, Fidelity business units, and external deposit institutions
Experience working in a risk-controlled environment
The Team
As part of the Fidelity Brokerage and Operations Technology group, the Inbound Processing team is the backbone of transaction processing for the firm. We provide imaging, data entry, and document processing services for several Fidelity business units. Our knowledgeable team and comprehensive solutions emphasize quality, risk mitigation, and end-to-end operational efficiency, bolstering Fidelity’s ability to deliver a superior customer experience. If you thrive on continuous improvement, exceptional customer service, and team development, the role of CTC Senior Representative, Transaction Processing, OSG Operations, may be ideal for you!
Certifications:Category:Transaction Processing
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.
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.
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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.
