Specialist, Client Services

Job Description:

Job Description: Specialist – Business Training Team (BTT)

The Role 

The Specialist will be responsible for supporting the newest members of Client Services during and after they have completed their new hire training. This individual will also be expected to support their production team and newest associates, post training, in their daily responsibilities. 

The Skills and Knowledge You Bring 

• Strong record in quality performance and attendance 

• Proficiency with inbound/outbound phones and processing

• Demonstrated positive attitude and dependability 

• Self-motivator and self-starter 

• Enthusiasm and the ability to thrive in an atmosphere of constant change 

• Embraces training and personal development

• Comprehension of FIAM products, policies, and procedures 

• Strong communication, prioritization, and organizational skills 

• Outstanding time management and prioritization skills  

• Ability to work with a diverse team(s) in a fast-paced environment 

• Excellent verbal, written, and interpersonal communication skills 

Primary Responsibilities 

• Help newly hired associates on the Business Training Team problem-solve and deliver solutions to client requests 

• Design and present educational aids and activities to new associates to supplement their training experience 

• Evaluate inbound phone interactions to measure associate efficiency and accuracy towards accommodating client requests 

• Provide coaching to associates to engage them towards achieving the organization’s quality and productivity goals 

• Facilitate weekly team call calibrations to provide feedback and coaching on best practices and behaviors to advocate for the client experience 

• Track new hire performance and analyze results using tools such as Tableau and NICE 

• Consistently demonstrate and encourage associates to encompass Fidelity’s key leadership principles such as empowering others to make decisions and owning the results of those decisions 

Certifications:

Category:

Brokerage Operations

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.

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.