Why you’ll love working in customer service at a Fidelity call center

If you want to help others, have a service-oriented background, and are willing to learn new skills, you’re ready to become a Fidelity customer service associate. Apply today

“If you want an employer that truly cares about you, this is the place you can find that.”

Forget everything you know about the typical customer service call center, because Fidelity’s regional call centers break the mold. As a Fidelity customer relationship advocate or financial customer associate, you’ll be part of a mission-oriented team dedicated to helping people. You’ll work in a vibrant and dynamic environment with amazing amenities. You’ll be part of an inclusive, diverse culture that’s committed to your career growth. And you’ll have top-notch benefits that meet you where you are in life.

Rather than tell you what we think, we’ll let one of our associates, Andrew, who began his Fidelity career in customer service and now works at the transition services help desk, give you his perspective:

• “Fidelity cares for its employees tenfold. It’s the main reason why I’ve stayed with Fidelity over the years.”
• “If you want an employer that truly cares about you, this is the place you can find that.”
• “Fidelity is super supportive about helping you get where you want to go and do what you want to do.”

Because the proof is in the pudding, let’s make it more concrete and show you the benefits in action.

Benefit #1: As a Fidelity customer service associate, you’ll help people use their most important tool—money

Working in the financial industry in a customer service role means helping people increase their financial literacy, make smart money moves, and improve their financial outcomes. As a Fidelity customer relationship advocate or financial customer associate, you’ll help people achieve financial goals like saving for retirement or buying a house. “You’re not just taking calls,” said Alhajie, a wealth management service specialist who started out as a customer relationship advocate. “You’re really helping people who are trying to get into the market.” Once you know how the financial markets work, you can take this knowledge with you throughout the rest of your life.

“You’re not just taking calls. You’re really helping people.”

Benefit #2: Working in customer service at a Fidelity call center keeps you engaged in multiple ways

When you work at Fidelity, every day presents new challenges and opportunities to learn, grow, and make a difference to others and yourself. Here’s how.

• Every client conversation in a Fidelity call center is unique
  Let’s be honest. It’s easy for a job to get monotonous, but in a Fidelity call center, every call gives you a chance to start fresh. “It’s not the same thing over and over again,” said Andrew. “There’s always something different.” That’s because every customer’s needs and situations are unique. One might be dealing with a divorce, while another is gearing up for retirement. One might be ready to transfer assets to their adult children, while another is saving for a home to start their family.

“The ambience was very vibrant. It didn’t feel like a call center at all.”

• Beauty and technology run deep at Fidelity’s call centers
  “You can see the detail and level of investment that go into making sure the space is very comfortable and high-functioning,” said Tommy, customer relationship advocate. “Fidelity does a really good job of making sure our workspace is bright and flawless.” Your eyes will have plenty to gaze upon, indoors and out, and you’ll have all the technology you need at your fingertips.
  
  Open-concept plans, private and team workspaces, colorful and interesting furniture, state-of-the-art facilities, natural settings, and technology all come together to create a stunning workspace. “The first day gave me chills. The drive into this beautiful regional center on a nature preserve was like something out of a movie,” said Tommy. “Everything was beautiful. Everyone looked happy to be there. The ambience was very vibrant. It didn’t feel like a call center at all.”
  
  “I don’t know how much better it can get than the setup at Fidelity,” said Alhajie. “It’s not just for show. They keep up with the times.” The Guru Bar serves as our on-site technical support team. They’ll help you with any IT issues and can order replacement equipment if needed. “It’s almost like walking into a tech store with dedicated on-site staff who can help you,” said Tommy.
  
  We strive to make associates feel comfortable, whether they prefer a dedicated desk, to hotel at different desks depending on their mood, or a private area in which to focus. Tommy typically works by a window. “What am I feeling today? Water or forest? I’ll choose a seat depending on the vibes,” he said. Alhajie prefers a dedicated desk with a stand-up option and a second monitor, reflecting his home setup.
  
  Many Fidelity regional centers are in natural areas with trails, lakes, and wildlife. Some locations even have beehives and sustainable farms. Many facilities have rooftop patios, balconies, and outdoor areas designed for relaxation. “My favorite place is the third-floor balcony, where you can see the vast nature preserve and the two lakes,” said Tommy. “I call it my safe space because I can go there to decompress, enjoy the beauty of the place, and remember how important my work is.”
• Fidelity helps you make your health a priority
  With on-site fitness, wellness, and health amenities, you can easily make maintaining your health part of your day. “Being an Army reservist, I have to keep up my fitness,” said Andrew. “I do my workout during my lunch hour. There’s a full gym with cardio and weights plus walking tracks through the forest.” Locker rooms offer showers for convenience and lockers set to employees’ badges rather than requiring keys or codes.

A recharge room complete with massage guns and foam rollers helps you recover and relax. “I can go there if I feel stressed out or tight from a workout,” said Alhajie. “I take advantage of that all the time. There’s no point in paying for a gym when I have this.”

Fidelity’s cafeteria provides healthy, ever-changing options for refueling before and during work. The pricing helps to encourage healthy habits, with items like salads costing less than a burger and fries. “Fidelity’s cafeteria incentivizes good, healthy eating habits and also helps me save money,” said Tommy. You can order online from the cafeteria in advance if you’re pressed for time.

Hoveys are like mini convenience stores on every floor, complete with snacks and drinks. Associates can use their badge like a prepaid debit card to purchase items. “It’s not even 10 seconds away from my desk, which is awesome if I’m hungry or need a quick pick-me-up,” said Tommy.

On-site medical care is there to help you stay on top of routine vaccines and offers preventive services like nutrition support. “I use the weight-management services to help with diet and nutrition,” said Andrew. “Now I’m like, ‘Oh, that’s what I’m supposed to eat.’” If you’re not feeling well, you can easily get in for a quick checkup without much disruption to your day.

• Fidelity gives you space for socializing and networking
  Social areas offer all sorts of activities for connecting with coworkers on breaks or before or after work, such as ping-pong, cornhole, mini golf, and foosball. Events like visiting food trucks give you a chance to mingle with associates while supporting local businesses.

Formal interest and employee resource groups (ERGs) allow you to connect with Fidelity associates across the nation with similar interests to you, and provide cultural, gender, LGTBQ+, ability, and veteran inclusion. Networking groups for working parents, young professionals, women in technology, and those supporting environmental sustainability help you learn and collaborate so you can make a positive difference at Fidelity and beyond.

Benefit #3: Fidelity customer service call centers offer an inclusive and diverse culture

Fidelity associates are aligned with one goal: putting clients first. “We all get along so well because we understand that at the end of the day, it’s the clients we’re focused on,” said Andrew. “We can help clients have a better experience, and that helps the company create a better experience overall. I realized early on that the managers, HR, and leaders truly care about us from day one.” When employees feel taken care of, it helps create an inclusive environment that fosters a sense of belonging.

“We all get along so well because we understand that at the end of the day, it’s the clients we’re focused on.”

“There’s not a leader I feel intimidated by,” said Alhajie. “Everyone is open to answering questions and giving advice.” People make themselves accessible, and there’s a sense of camaraderie and service. “The sense of community leaders provide, whether it’s personal or professional, is exemplary,” said Tommy.

Fidelity fosters a culture of growth and continual improvement. “We try to fix and resolve issues,” said Andrew. Fidelity’s teams start from a place of learning that then turns into collaborative problem-solving.

Associates come from all sorts of racial, ethnic, gender, and ability backgrounds and have a wide range of professional experience, from teaching, social work, and healthcare to retail and hospitality. At Fidelity, we strive to create a well-rounded, diverse workforce that welcomes everyone.

“Fidelity gives you all the resources you need to go far.”

Benefit #4: Fidelity call center jobs offer career growth, flexibility, and mobility within and outside of customer service

The financial industry continues to grow, which gives you a chance to put yourself in the “opportunity zone” as Alhajie termed it. You don’t need a financial background to work here either. Alhajie came from a sports background, Tommy from a technology support role, and Andrew from college with a non-finance degree.

Fidelity helps set you up for success for the customer relationship advocate role by helping you earn your Securities Industry Essentials (SIE) and Series 7 and 63 licenses with our self-paced program. “Earning my licenses was the biggest accomplishment of my life,” said Alhajie. “It was bigger than getting my master’s degree.” Once you have these licenses, your opportunities expand.

First, we’ll ensure that you feel confident in a customer service role. “There’s a huge learning curve,” said Andrew. “You won’t encounter every situation your first quarter or year, which is why we have resources to help you learn and remember and help you do your job as best you can.”

After you feel confident in this role, which gives you a solid overview of what Fidelity does, you can begin to specialize or follow other career paths. “Fidelity continues to make sure you feel comfortable and trains you on the expectations and how to perform in the job,” said Andrew.

You’ll have time with mentors to discuss the next phase of your career, and you can consult our career center for additional support with your resume or developing needed skills for your next step. “When I got selected for the management role, Fidelity put me in a program to help me learn how to lead and grow my skills,” said Andrew.

Fidelity also helps Andrew continue to grow his career while serving his country as an Army reservist. “Every time I leave, Fidelity makes sure I’m all set with HR. I’m able to complete loose ends and say goodbyes,” said Andrew. “When I’m back, managers check on me once a month to see how everything’s going. They update me and help me get caught up on anything I missed while I was gone. I see it every single time, and it’s lovely, to say the least.”

“There are so many benefits—it’s a beautiful place to be.”

Benefit #5: Fidelity’s benefits meet you where you are in life—and help you get where you want to go

Whether you’re fresh out of college, starting a family, or need more wellness support, Fidelity’s total benefits package supports you in numerous ways to help you pay down your student loans faster, care for your family, and save for retirement faster. “There are so many benefits—it’s a beautiful place to be, especially if you have a family,” said Andrew.

With benefits like our concierge services, you have a team who helps you tackle just about anything life throws your way, whether that’s planning a vacation or tackling to-dos. Think of our concierge services as a free personal assistant.

“I use the concierge services all the time, and they’re top-notch,” said Alhajie. He typically uses them for travel support, like finding flights, hotels, and activities in his budget. That’s how he went on a donut tour in Nashville. “I got to meet a lot of cool people on the tour, and I remember saying, ‘I would not have known about this if it weren’t for the concierge services,’” Alhajie said. “It takes a lot of time and energy to plan a trip or complete a big task. I swear by them and am so glad this is free.”

The concierge services saved the day for Tommy when his car needed a tow. “I had a car issue and needed a tow truck but had to clock in for work,” said Tommy. “The concierge helped me book a tow truck to the nearest facility while I was working without my having to take time off, which was great.” That was one less thing Tommy needed to worry about that day.

Our on-site hospitality team helps with any spur-of-the-moment needs you have, whether that’s breath mints or deodorant. They also help you learn about and navigate the facility. They’ll even take your guests on a tour.

How to find your Fidelity as a customer relationship advocate or financial customer associate

Start by asking yourself these questions:

• Do I like helping people?
• Do I want to work in a fun, beautiful, and dynamic environment?
• Am I empathetic, with great customer skills?
• Do I want to learn new ideas and skills?
• Do I want work/life balance? 
• Do I want benefits that support the whole me?

If you answered yes to any of the questions above, it’s time to find your Fidelity in a customer service role. Join our talent network and/or apply for a customer service role today. Learn more about our hiring process and how you can better prep for an interview.