Job Description:

Team Leader, Service Support Group (SSG)

Fidelity’s looking for talent to join the new Personal Investing Service Support Group leadership team, which is combining the skills, knowledge, and capabilities of the Regional Center High Net Worth Case Managers and the Distribution Services Middle Office associates.  As a leader on the Service Support Group team, you will be responsible for effectively building a culture that engages employees to deliver the best customer experience in the financial services industry, and provide high levels of “at point of service” resolution for customers and internal associates. Your team will be empowered and trained to resolve complex issues and will proactively reach out to customers to resolve “not in good order” items.

The location of this remote position is flexible, within a 90 mile proximity to one of the locations listed below: Miami, Orlando, Tampa, Charlotte, Atlanta, New York, New Jersey, Baltimore, Philadelphia, DC, Austin, Houston, Kansas City, LA, San Francisco, San Jose, Sacramento, Phoenix, St Louis, Chicago, Connecticut.

The Expertise we’re looking for

Minimum of 5 years industry experience to include 2 years managerial experience.

Series 63, 7, 9, 10 are required

Experience in servicing High Net Worth clients preferred

Robust knowledge of firm compliance and regulatory requirements

The Purpose of Your Role

As a Service Support Manager, you will be responsible for the results of Distribution Service and Operations department, customer satisfaction, Market leadership, employee satisfaction, operational effectiveness, and financial effectiveness. The Service Support Group delivers the best customer experience in the financial services industry to both our customers and to internal associates located in Personal Investing’s Regional Phone Centers and Branch Network.

The Skills You Bring

You are able to work well in a team

Your excellent communication and organizational skills

You have strong goal-setting, coaching, decision making and motivational skills.

The Value You Deliver

You will implement Fidelity’s Service Support strategy by supporting the reactive and proactive needs of customers, and our front line associates located in Personal Investing’s regional phone centers and branches.

Building a culture engaging employees to deliver the best customer experience and provide high levels of “at point of service” resolution for customers and internal associates.  

Providing day to day leadership to 12 – 14 associates ranging from highly tenured to entry level associates. 

You will have the opportunity to partner with peers, management locally and nationally to provide customer interaction that reinforces the “One Fidelity” concept.

Initiating new ways of doing business which streamlines customer service processes.

How Your Work Impacts the Organization

Fidelity Personal Investments provides financial services and investment resources to help individuals achieve their financial goals. We help clients build income and provide capital preservation strategies using funds, fixed income securities, and other investment vehicles to assist the broad range of financial needs for our customers.

Certifications:

Series 07 – FINRA, Series 09 – FINRA, Series 10 – FINRA, Series 66 – FINRA

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.