Job Description:
Role
Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with clients using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary. It's more than just taking a call and processing a transaction - our donors are generously giving to non- profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!
Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Donor Services team. As a Donor Services Specialist, you will be the primary point of contact for any service-related activities for Giving Account Holders, Financial Advisors and Non Profit Organizations affiliated with Fidelity Charitable. We are looking for 'customer obsessed' individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.
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The Expertise and Skills We're Looking For
- Bachelor's degree preferred
- Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment
- Your proficient verbal and written communication skills required
- Your very best problem- solving skills with excellent follow through
- Your strong organizational skills, planning and time management
- You are able to proficiently multi-task in a Windows based environment
- You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
- Your flexibility for overtime as requested (especially December - Giving Season) Various shifts are available. Business hours are 8:30-6:30pmET, Monday-Friday
- Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non -Profits
- Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
- Interact with other internal Charitable business units as needed
- Employing good sound judgment in decision making or problem resolution
- Deliver a great customer experience with each interaction
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
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 all business days of every other week in a Fidelity office.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.