Senior Representative, Customer Transaction Center (Prep From Image (PFI) and Data Capture Teams)

Job Description:

The Role 

As the CTC (Customer Transaction Center) 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 channels on either the Data Capture or Prep from Image (PFI) team. 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. 

The Experience and Skills You Bring 

• College degree preferred, High school diploma required 

• 1+ yrs experience with transaction processing experience within a professional, fast-paced corporate environment 

• Knowledge of Fidelity’s applications and various Inbound applications including HyperScience or ICS Application preferred 

• 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. 

• High speed keying aptitude 

• Strong organizational skills with meticulous attention to detail\ 

• Ability to work effectively in a team environment 

• Highly motivated, self-directed, and independent thinker 

• Highly skilled in customer service  

• 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 

• 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