Job Description:

Fidelity Institutional Client Experience provides superior customer service to Fidelity's brokerage businesses through innovation, dedication and commitment to excellence.

The Team

As an Analyst in the Client Service and Support organization of the Client Experience group of Fidelity Investments, you will be part of a broad team of operations and service professionals. In addition to the fast paced, team-oriented environment, you will be focused on enhancing relationships, engaging associates and building customer loyalty. You will focus on strategic projects and data analysis to help improve both our client and associate experience. You will also be responsible for resolving problems and discussing Fidelity's services to educate and engage our customers. You will have opportunities to build working relationships with contacts at external financial firms, as well as, with internal business partners.

The Expertise You Have

• 5+ years of work-related experience
• College degree preferred or equivalent experience.
• Customer Service experience required
• Licensing permitted

The Skills You Bring

• Broad systems knowledge (Business Objects, Tableau, Wealthscape, BPM, myWorkspace, MS Office tools)
• SQL and programming knowledge preferred
• Strong written, verbal and interpersonal communication skills
• Listening skills
• Presentation/Teaching skills
• Successfully influences the decisions of others
• Strong Time management / multi-tasking ability
• Project management experience a plus
• A catalyst for collaboration across groups
• Creative/open-minded
• Ability to work with minimal supervision
• Ability to travel, if required
• Leadership

The Value You Deliver

• Works closely with cross-site CSS Leadership team and contributes to larger project/initiative work streams
• Recommend and advocate service improvements for clients and associates
• Perform analysis and research to identify potential areas of improvement in the department
• Conduct analysis to help understand trends and create solutions for an improved client experience
• Lead role facilitating Think Do Development process and cross-site updates in CSS
• Conduct meetings and/or working sessions with associates/clients/business partners (may include onsite support)
• Excellent relationship building skills to work with business partners and clients.
• Strong operational background.

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At 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 Employees’ Choice Award(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. 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.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working(opens in a new tab).”

We invite you to Find Your Fidelity at fidelitycareers.com.

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.

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 Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.