Financial Customer Associate - Smithfield

Financial Customer Associate

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, this role is required to be onsite for one week (M-F, all 5 days) out of every four weeks. Onsite expectations are likely to evolve as the rollout continues.

Note: Fidelity will not provide immigration sponsorship for this position.

The Role

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 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. Our FCA role is a springboard to an amazing career in which you change the lives of customers! 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. 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.

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 Expertise and 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 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

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

Fidelity's Onsite Working Model Fidelity 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.

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 experience.

Reasonable accommodations

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 contact the HR Accommodation Team by sending an email to View email address on click.appcast.io, or by calling View phone number on click.appcast.io, prompt 2, option 3.

Equal opportunity employer

Fidelity Investments is an equal opportunity employer. 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.

Applicant screening

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.