This role consists of 50% processing (assisting the team with inbound calls and inquiry items) and 50% oversight (escalation management, queue oversight to ensure standards are met, assisting the team with questions, conducting associate 1:1 conversation, and performing monthly interaction reviews).

• Support associates to work as an effective team committed to creating an exemplary client experience.
• Interacts with clients through various communication channels.
• Identify the client's needs, clarify information, research every issue, and offer the most beneficial solutions and/or alternatives available.
• Provide clear and concise information to internal and external business partners and deliver exemplary client service through the swift resolution of issues.
• Process a variety of data entry transactions.
• Track and monitor outstanding issues/escalations and provide timely updates to clients.
• May partner with Technology resources to ensure product rollouts and deliver maximum benefit to the company.
• Ensure policy and procedures are followed and paperwork requirements are met in order to minimize risk.
• Undertake ad hoc projects as required.
• Cultivate client relationships and assume a meaningful role in the client experience.

The Expertise and Skills You Bring

• 1+ year of team lead or similar experience.
• 2+ years of customer service experience (inbound calls and written communication).
• Experience with Alternative Investments is a major plus.
• College degree or applicable work experience.
• Series 99 license (or within 90 days of hire).
• Strong problem-solving abilities that encourage creative solutions.
• Effective communication skills.
• Excellent time management skills to handle high volumes and task oversight in a fast-paced environment.
• Ability to adapt and be flexible with business changes.
• Proven ability to establish links across the organization.
• Ability to grow and deepen industry relationships.
• Passion for leading a team and developing individuals.
• Ability to craft lifetime internal and external relationships and play a meaningful role in the customer experience.
• Ability to identify opportunities to drive the business towards a first-class digital experience.
• Daily support and coaching of associates on interactions.
• Fostering an environment of passion, growth, and development.
• Leading others through change.
• Implementing standards for optimized performance delivery, aligned with industry best

The Team

The Alternative Investments team handles a complex and nuanced product space with manual, industry-wide processes supporting transactional activity. As the industry evolves and the team grows, developing associates and innovating the department is key. This role includes strengthening and supporting a service team focused on inbound customer calls and written communication.

The base salary range for this position is $52,000-$83,000 per year.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

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.

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.

Certifications:

Series 99 - FINRA

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. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

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.