Customer Support Representative
About The Company Fidelity Investments is a leading financial services provider dedicated to helping individuals achieve their financial goals through innovative solutions and personalized support. With a strong commitment to integrity, customer service, and continuous learning, Fidelity fosters a collaborative environment where employees can grow professionally and make a meaningful impact on customers’ lives. The company is currently transitioning to a full-time onsite working model, with phased rollouts across regions and roles to enhance team collaboration and service delivery. About The Role We are seeking motivated and customer-focused Financial Customer Associates (FCA) to join our team at the Merrimack site. This full-time position offers a unique opportunity to develop your skills and knowledge in the financial services industry while directly assisting customers with their 401k accounts and related financial needs. As an FCA, you will provide exceptional service by answering questions, facilitating withdrawals and loans, maintaining accounts, and offering educational resources. This role is ideal for individuals passionate about helping others and interested in launching a rewarding career in finance without requiring a prior finance background. The position requires onsite work one week out of every four weeks, with ongoing adjustments as Fidelity continues its phased rollout. New associates will participate in a comprehensive 14-week training program, progressing from basic customer interactions to more complex financial inquiries. Post-training, you will continue to develop your expertise through customer engagement, team activities, well-being support, and career coaching.
Qualifications
High School diploma or GED required Minimum of 1 year customer service experience Strong communication skills with the ability to establish rapport and build relationships Excellent listening skills, professionalism, and empathy toward diverse customers Adaptability and flexibility to work in varying environments, including balancing onsite and remote work Proficiency in navigating and troubleshooting basic technology and systems Ability to handle diverse situations and conversations to reach suitable resolutions Self-motivated with strong social skills, energy, and passion for teamwork
Responsibilities
Provide outstanding customer service via phone and digital channels Assist customers with inquiries related to their 401k account balances, withdrawals, loans, and account maintenance Deliver educational resources and support to help customers make informed financial decisions Participate in a structured training program to develop financial services knowledge and customer interaction skills Adapt to evolving onsite work requirements and shift schedules between 10am and midnight EST Collaborate with team members and engage in well-being and career development activities Maintain compliance with relevant financial regulations and company policies
Benefits
Comprehensive training and career development opportunities Recognition and rewards for achievements and progress Competitive hourly wage with potential for additional hours based on business needs Access to well-being support and team-building activities Benefits programs designed to support employees and their families in achieving work-life balance Opportunity to build a long-term career in the financial services industry Equal Opportunity Fidelity Investments is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status in accordance with applicable federal, state, and local laws.