Advisor Experience Senior Specialist

Fidelity will not provide immigration sponsorship for this position.Job Description: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 more than 200,000 donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable (FC) and its Fidelity Charitable Gift Fund has helped donors support over 278,000 nonprofit organizations with more than $35 billion in grants. In 2018, our donors supplied $7.8B to the Fidelity Charitable Gift Fund and $5.2B to charitable organizations. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.Advisor Experience Senior SpecialistGot personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for top notch customer service professionals to work on the Advisor Experience team. As an Advisor Experience Specialist, you will be the primary point of contact for any service-related activities for professional financial advisors working on behalf of Fidelity Charitable Giving Account Holders. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our donors achieve their philanthropic goals. Still interested? Read on.The RoleThe Advisor Experience Senior Specialist is a part of the Premium Service group, working to provide an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.The Expertise and Skills You Bring Bachelor’s degree3-5 years Customer Service, Sales, Service Operations or UHNW background required.Experience in the financial services industry, specifically brokerage or investments preferredAbility to maintain successful working relationships and promote Fidelity Charitable’s digital capabilitiesHigh sense of urgency and understanding how to set proper expectations, as well as an understanding of how to resolve escalated situationsStrong and effective verbal and written communication skillsProblem solving skills with the ability to project manage transactions from beginning to endAbility to provide exceptional service and transaction management in escalated situationsProven attention to detail with the ability to learn various processes and products from beginning to endStrong organizational skills, planning and time managementOutstanding decision-making skillsHigh levels of accuracyGood discernmentWorking knowledge of Fidelity systems (FBSI, XTRAC), a plusYour strong knowledge of fact-finding and effective questioning techniquesWell versed in data analytics capabilities and tools (e.g., Excel, PowerPoint, Tableau) is preferredYour ability to ask the proper questions and identify the root cause associated with a given problemYour skill to integrate facts and past experiences to identify alternative solutionsYour ability to influence without authorityYour flexibility with overtime as requested (especially December – Giving Season)Exceptional work ethicAbility to foster extraordinary relationships with both external and internal partiesAbility to prioritize and manage multiple tasks, and shift focus quickly based on risk/business needThe Value you DeliverProviding outstanding customer service via phones and email communicationCollaborating with internal Charitable business partners to fulfill special handlingEmploying good sound judgment in decision making or problem resolutionCoordinate with management to implement expedited delivery requestsEnsure daily work meets accuracy standards and is completed in a timely mannerSuggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organizationMaintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and DeliveriesMaintain up-to-date procedures for those functions for which responsibleEffectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicableHow Your Work Impacts the OrganizationThe 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.Join UsAt Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employee's Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.Fidelity’s Onsite Working ModelFidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.Certifications:Category:Client ServicePlease 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.SummaryLocation: Westlake, TXType: Full time