Customer Support Representative - Smithfield

Job Description : Do you genuinely enjoy making a difference in the lives of others? If you answered “yes” and are a customer service-minded champion, we are hiring Customer Support Representatives, also known as Financial Customer Associates (FCA) in our Smithfield site. In this full-time position, you can apply your skills and knowledge in a significant way every day to help others. In this customer service role, you will help customers feel more confident, make clearer decisions, and achieve their own financial dreams. You'll assist with a broad range of needs including answering questions about their 401k account balance and helping to make withdrawals, loans, account maintenance, provide education or resources. You do not need a finance background to succeed in this role. ​ What to expect… As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences. Join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401K plans. In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well-being support, and career coaching. Rewards & Recognition : Your achievements will be celebrated as you progress through the program. This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role. The Skills You Bring Ability to establish rapport and relationships through effective communication Great listening skills, professionalism, and empathy toward others to support the challenges of our diverse customers. Proficiency in navigating and troubleshooting basic technology issues or systems. Handle a variety of situations and conversations driving towards a resolution suitable for all Self-motivated teammate with strong social skills who brings energy and passion to the team Minimum 1 year of customer service experience High School diploma or GED required The Value You Deliver A passion for helping people Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making Provide outstanding customer service and communication via voice or digital channels Note : Fidelity is not providing immigration sponsorship for this position Our Investments in You Our benefit programs are crafted to help you and your loved ones strike the perfect balance. Click here to learn about a few featured benefits (not all benefits are listed) Shifts and Hours : Monday – Friday. Training hours are 8 : 30am – 5 : 00pm EST and post training must be able to work an 8hr shift between the hours of 10am – Midnight EST Category : Customer ServiceFidelity’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. Customer service jobs at Fidelity Connect with customers, listen, and act with empathy as you work to understand their long-term goals. Company overview 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 complete the application or interview process.