Job Description:

The Role

Fidelity Digital Asset Services is a growing business unit that is focused on bringing emerging concepts to life in the digital asset arena and delivering those solutions to customers and prospects. The Client Service Associate II (CSA) will work within a team structure focused on providing a world-class experience for Fidelity digital asset customers. You will focus on customer satisfaction with specific attention in the areas of overall customer experience, providing technical expertise, problem resolution, and process improvement. CSAs are expected to have strong commitment to teamwork and shared success of the organization.

To be effective, you will work closely with the Customer Service team as well as the broader FDAS team including Technology, Operations, etc., to drive customer satisfaction by developing a deeper understanding of their service needs and opportunities. You will also deliver expertise regarding key industry topics that include product, platform, technology, operations, and business management principles. In addition, you will serve as a subject-matter expert in consultation with a wide variety of internal business partners in support of Fidelity’s digital asset capabilities. With your knowledge and commitment, you will become a collaborative and resourceful member of the FDAS team, sharing best practices and creating an outstanding customer experience.

The Expertise and Skills You Bring

Bachelor’s Degree or equivalent experience

3-5 years of customer service experience in the financial services industry

Relationship building skills across team, business unit, and national peers

Familiarity with market mechanics and customer order flow

Familiarity with digital assets and their unique characteristics

Demonstrated ability to identify and mitigate potential areas of risk

Experience consulting and partnering with range of internal business partners

Your excellent interpersonal, verbal, and written communication skills

Your ability to work well on teams and in fast-paced, cross-collaborative environments

Your ability to think analytically and deliver solutions to complex challenges

Your proven ability to build and leverage internal and external resources

Your passion for innovation

Your success in navigating and thriving in a dynamic, growing business

Ability to teach clients and business partners how to use digital assets trading tools

Flexible hours, which may include evenings and weekends

Strong organizational, planning, and time management skills

The Value You Deliver

At Fidelity, collaboration isn’t just about working together, but also about improving lives together. Our success as a firm is due to the personal responsibility and pride that our associates take in getting things just right, and the compassion that drives us to go the extra mile for our customers and each other. Included in the value that you’ll deliver are:

Meeting operational goals while maintaining a ‘customer first’ mentality

Optimizing the customer experience and developing long term relationships and partnerships

Providing exceptional service to customers by executing their requests in an accurate and timely manner

Driving high satisfaction, quality, and efficiency for both the customer and Fidelity

Delivering superior results quickly and efficiently, utilizing effective time management skills

Driving innovation through curiosity and comprehensive understanding of business processes and challenges

Support broad enterprise functions by providing expertise in digital assets

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.