Senior Representative, Client Experience

Job Description:

The Role 

Are you seeking an opportunity to thrive in a fast-paced, collaborative service environment focused on strengthening relationships and driving client loyalty? Are you known as a trusted go-to person? If so, a role within Client Service and Support may be the right fit for you. 

The Client Service and Support team delivers high-quality service interactions to clients who leverage the National Financial Services platform for clearing business needs. In this role, you will support clients through a variety of phone-based inquiries and transactions, including retirement distributions, checks, wires, journals, account documentation and features, and transfers of assets. You will also build strong working relationships with contacts at external financial firms and collaborate closely with internal business partners. 

 

The Expertise and Skills You Bring 

• College degree or equivalent work experience preferred 

• Ability to excel in a fast-paced, team-oriented environment 

• Strong customer service background with a focus on delivering exceptional client experiences 

• Interest in continuous growth and learning within the financial services industry 

• Proven ability to solve complex problems and navigate sophisticated client needs 

• Initiative-driven and comfortable working independently when needed 

• Strong written, verbal, and interpersonal communication skills 

• Demonstrated problem-solving and analytical capabilities 

• Effective time management and organizational skills 

• Presentation and negotiation skills 

• Creative, open-minded approach to challenges 

• Broad systems knowledge, including mainframe and web-based platforms 

• Ability to contribute ideas, influence outcomes, and execute collaboratively in a team environment 

• Growth mindset with an appetite for continuous learning 

 

The Value You Deliver 

• Support and address client inquiries accurately and professionally 

• Resolve issues or facilitate effective resolutions 

• Partner with internal teams and external firms to meet client needs 

• Advocate for both the client and the firm to ensure optimal outcomes 

The Team 

Client Service and Support (CSS) is part of the Fidelity Wealth organization and reports into the Client Experience (CE) division of Institutional Wealth Management Services (IWMS). Our mission is to drive client growth by providing world-class service and seamless digital experiences. 

Our clients include Broker Dealers, Banks, Insurance Companies, Trust Companies, Record Keepers, Family Offices, Registered Investment Advisors, and Personal Investing clients. 

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.

Certifications:

Category:

Brokerage Operations

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.