Advisor Experience Specialist II

Advisor Experience Specialist

Got 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 work shift for this role may be and 8.5 hour time slot between:

8:30 AM - 7:00 PM CT, Monday Friday if Westlake, Texas.

7:30 AM - 6:00 PM MTN, Monday Friday if Salt Lake City, Utah.

(Flexible start and end times during training period as needed by team are requested)

*shift assigned based on business need*

The Role

The Advisor Experience 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 Skills and Expertise 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.
• Bachelor's degree preferred
• 1-2 years of telephone customer service experience; preferably in a contact center environment preferred
• 2-3 years Customer Service, Sales, Service Operations or UHNW background strongly preferred

The Value You Deliver

• Providing outstanding customer service via phones and email communication
• Collaborating with internal Charitable business partners to fulfill special handling
• Employing good sound judgment in decision making or problem resolution
• Coordinate with management to implement expedited delivery requests
• Ensure daily work meets accuracy standards and is completed in a timely manner
• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
• Maintain up-to-date procedures for those functions for which responsible
• Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

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.