Customer Support Representative - Merrimack
Fidelity Investments, Merrimack, NH, United States
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 (Financial Customer Associates – FCA) in our Merrimack site.
In this full-time position, you can apply your skills and knowledge every day to help others. Our FCA role is a springboard to a career where you change the lives of customers! In this role, you will help customers feel more confident, make clearer decisions, and achieve their financial dreams. You'll assist with a broad range of needs including answering questions about 401(k) account balances and helping to make withdrawals, loans, account maintenance, and providing education or resources.
We commit to investing in you by strengthening your skills, experiences, and connections that will help advance your career at Fidelity. 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 401(k) 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.
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.
Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.).
Proficiency in navigating and troubleshooting basic technology issues or systems.
Handle a variety of situations and conversations driving toward 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 8:30 am – 5:00 pm EST; post‑training must be able to work an 8‑hr shift between 10 am – Midnight EST.
Certifications Category: Customer Service.
Employment Terms 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.
Fidelity’s business is governed by the provisions of relevant laws and regulations. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain criminal histories.
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In this full-time position, you can apply your skills and knowledge every day to help others. Our FCA role is a springboard to a career where you change the lives of customers! In this role, you will help customers feel more confident, make clearer decisions, and achieve their financial dreams. You'll assist with a broad range of needs including answering questions about 401(k) account balances and helping to make withdrawals, loans, account maintenance, and providing education or resources.
We commit to investing in you by strengthening your skills, experiences, and connections that will help advance your career at Fidelity. 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 401(k) 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.
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.
Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.).
Proficiency in navigating and troubleshooting basic technology issues or systems.
Handle a variety of situations and conversations driving toward 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 8:30 am – 5:00 pm EST; post‑training must be able to work an 8‑hr shift between 10 am – Midnight EST.
Certifications Category: Customer Service.
Employment Terms 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.
Fidelity’s business is governed by the provisions of relevant laws and regulations. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain criminal histories.
#J-18808-Ljbffr