Advisor Experience Specialist at Fidelity Investments

Salt Lake City, Utah, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Problem solving, Communication, Organizational skills, Time management, Multi-tasking, Microsoft Word, Microsoft Excel, Salesforce, Zoom, Microsoft Outlook, Microsoft Teams, Case management, Relationship management, Operations, Service delivery

Industry

Financial Services

Description

Job Description: Job Title: Advisor Experience Specialist Note: Fidelity is not providing immigration sponsorship for this position The Role The Advisor Experience Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable. Advisor Experience Specialist 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 Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. 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. The work shift for this role is 9:00 AM - 5:30 PM CT, Monday – Friday if Westlake, Texas. (Flexible start and end times during training period as needed by team are requested) The Skills and Expertise you bring Bachelor’s degree preferred 1-2 years of telephone customer service experience; preferably in a contact center environment preferred 2-3 years Customer Service, Sales, Service Operations or UHNW background strongly preferred 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. Providing outstanding customer service via phones and email communication Collaborating with internal Charitable business partners to fulfill special handling Employing good sound judgment in decision making or problem resolution Coordinate with management to implement expedited delivery requests Ensure daily work meets accuracy standards and is completed in a timely manner Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries Maintain up-to-date procedures for those functions for which responsible Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable The Team The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Certifications: Category: Client Service 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. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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. At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. 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 please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact AccommodationsIreland@fmr.com For roles based in Germany: Contact Accommodationsgermany@fmr.com Fidelity Privacy Policy

Responsibilities

The Advisor Experience Specialist serves as the primary point of contact for strategic advisor firms and high-net-worth donors, managing service-related activities and inquiries. They collaborate with internal partners to resolve escalated situations and ensure high-quality, efficient service delivery.