Fidelity Investments, a leader in the financial services sector and one of the largest asset managers globally, is currently searching for a dedicated and knowledgeable Customer Support Representative to join our Boston-based team. This role is pivotal in providing outstanding customer service and support to our clients who require assistance with financial products and services including retirement planning and brokerage services. The successful candidate will assist in navigating complex financial landscapes, ensure accurate information dissemination and respond to inquiries with efficiency and professionalism. Our representative will have the unique opportunity to significantly impact our client satisfaction and retention by solving problems creatively and adapting to evolving financial scenarios. This position requires not only great people skills but also fluency in financial services. Manage large amounts of incoming calls and emails ensuring customer satisfaction and retention. Identify and assess customer needs to achieve satisfaction and provide professional customer support for financial inquiries. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers and build rapport. Strong communication and interpersonal skills. Ability to handle stressful situations and high-volume transactions. Excellent problem-solving skills. Familiarity with CRM systems and practices. Knowledge of financial services and products. Medical Insurance Dental Insurance Vision Insurance Life Insurance 401k Customer Service Certification (e.g., CSIA Certified Customer Service Professional, HDI Customer Service Representative). FINRA certifications may be beneficial but not strictly required.
