Service Team Lead, Alternative Investments

Job Description: The Role As a Service Team Lead, the ability to navigate processes and complex and nuanced products to support transactional activity is crucial. The ability to provide oversight and to ensure timely resolution of issues and mitigate risks is required. The ability to build and maintain strong relationships while providing an exemplary client experience for all Fidelity clients is essential to success in the role. The Service Team Lead will spend 50% of the time processing (assisting the team with inbound calls and inquiry items) and 50% of the time providing oversight (escalation management, queue oversight to ensure standards are met, assisting the team with questions, conducting associate 1:1 conversation, and performing monthly interaction reviews). Process a variety of data entry transactions. Identify the client’s needs, clarify information, research every issue, and offer the most beneficial solutions and/or alternatives available Support associates to work as an effective team committed to creating an exemplary client experience. Interacts with clients through various communication channels. Support a team of 10-13 associates to work collectively and achieve shared goals. Provide clear and concise information to internal and external business partners and deliver exemplary client service through the swift resolution of issues. Track and monitor outstanding issues/escalations and provide timely updates to clients. Ensure policy and procedures are followed and paperwork requirements are met in order to minimize risk. Engage and cultivate client relationships across business units and various channels to provide a meaningful role in the client experience. Cultivate client relationships and assume a meaningful role in the client experience. Implementing standards for optimized performance delivery, aligned with industry’s best Undertake ad hoc projects as required. May partner with Technology resources to ensure product rollouts and deliver maximum benefit to the company. The Expertise and Skills You Bring 1 year of Supervisory, Team Lead or similar experience. 2 years of customer service experience (inbound calls and written communication). Experience with Alternative Investments is a major plus. College degree or applicable work experience. A clear passion for leading a team and developing individuals. Series 99 license (or within 90 days of hire). Strong problem-solving abilities that encourage creative solutions. Excellent time management skills to handle high volumes and task oversight in a fast-paced environment. Superior verbal and written communication skills. Adapt fluidly to business changes. Proven ability to work across the organization. Proficiency in identifying opportunities to drive the business towards a first-class digital experience. The Team The Alternative Investments team handles a complex and nuanced product space with manual, industry-wide processes supporting transactional activity. As the industry evolves and the team grows, their development and innovation are key. The team is dedicated to strengthening and supporting a top-notch customer service focused model on inbound customer calls and written communication. The base salary range for this position is $52,000-$83,000 per year. Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors. Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation. We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted. 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. 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. Certifications: Series 99 - FINRA Category: Brokerage Operations 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 participate in the application or interview process. To initiate a request for an accommodation please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact AccommodationsIreland@fmr.com For roles based in Germany: Contact Accommodationsgermany@fmr.com Fidelity Privacy Policy

Salary : $52,000 - $83,000