What are the responsibilities and job description for the Client Experience Associate position at Fidelity TalentSource?
Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for a top notch customer service professional to work on the Donor Services team. As a Client Experience Associate, you will be the primary point of contact for Non Profit Organizations affiliated with Fidelity Charitable. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our Non Profits with all their needs. Still interested? Read on.
The Expertise We’re Looking For
- Bachelor’s degree preferred
- Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment
The Purpose of Your Role
Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with non profits using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary. It’s more than just taking a call and processing a transaction, it is helping reach goals. You get to be a part of that!
The Skills You Bring
- Your proficient verbal and written communication skills required
- Your very best problem- solving skills with excellent follow through
- Your strong organizational skills, planning and time management
- You are able to proficiently multi-task in a Windows based environment
- You are proficient in MS products including Word/Excel. Applications used in this role include: FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
- Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8:30-6:30pmET, Monday-Friday
The Value You Deliver
- Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non -Profits
- Via telephone, assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.
- Interact with other internal Charitable business units as needed
- Employing good sound judgment in decision making or problem resolution
- Deliver a great customer experience with each interaction
How Your Work Impacts the Organization
The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.
Company Overview
At Fidelity, we are focused on 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.
Company Overview
Fidelity TalentSource is the in-house temporary staffing provider for Fidelity Investments, one of the largest and most diversified global financial services firms in the industry. We welcome individuals from all backgrounds, including technology and customer service, to fill assignments across Fidelity’s U.S.-based regional and investor center locations. If you would like to experience Fidelity’s supportive and collaborative culture while expanding your skill set and developing your professional network, consider a role with Fidelity TalentSource. Apply today at FTSJobs.com
We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity TalentSource will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, please contact our HR team at HR@ ftsjobs.com.
Information about Fidelity Investments
Fidelity Investments and Fidelity TalentSource are equal opportunity employers.
