Why to work in customer service at Fidelity and how to land a role

If you’ve got customer service experience and a passion for helping customers solve problems, make decisions, and navigate their options, then you’ve got the skills Fidelity needs from people in customer service roles.

It’s fine if you don’t have finance experience. Fidelity offers an extensive training program that gets you ready for a career in the finance industry. We’ll pay a full salary while you train, connecting you with leaders, coaches, and mentors to help you through the process. By the time you’re on the phone, you’ll be able to educate customers with full confidence.

“I had no financial background before I started here. Fidelity taught me everything I needed to know about finance,” says Gavin, multichannel financial associate, tax-exempt. “Fidelity does a great job of identifying knowledge gaps and preparing us to assist participants.”

Now that you know that you can begin a career at Fidelity in customer service, let’s talk about why you should and how to apply.

5 reasons why you should work in a customer service career at Fidelity

You can help people and make a real difference in their financial outlook

Working in customer service gives you the chance to work one-on-one with Fidelity customers when they need help the most. You meet them where they are on their financial journey and point them in a positive direction. It’s a meaningful and rewarding career that will fuel your passion to help others.

“You’re helping coach customers through major life events and being a guiding light,” says Natasha, talent acquisition partner. “It’s really rewarding. You provide customers with a piece of education and empower them with the tools to do things on their own,” says Lori, customer relationship advocate.

“If you have that want-to-help mindset, you can definitely succeed,” says Gavin. “When it comes to your finances, you want to make sure you’re speaking with someone you trust and who understands where you’re coming from and what your goals are.” If you like helping people solve problems, these are ideal roles for you.

Fidelity gives you ample opportunities for career mobility, vitality, and growth

If you are self-motivated then you can succeed. “These positions are such great entry points into the firm. There are so many options and the support to get where you want to go,” says Natasha.

“It’s by far the best company I’ve been with for mobility. They give you the steps to get there as well,” says Gavin.

We host internal career fairs to give associates the chance to meet other business units and leaders. Our Career Center provides one-on-one coaching with recruiters to help you optimize your resume and plan your career trajectory. They’ll also help you level up your skill set with the right training pathways.

Fidelity’s total compensation package and amenities support your well-being

Fidelity’s best-in-class benefits support you in and out of work with:

• Generous paid time off and family leave
• Medical, dental, vision, and prescription drug coverage
• Competitive retirement contributions
• Student loan repayment assistance
• Mental health benefits
• Parental and caregiving support

Amenities like game rooms, nature areas, cafeterias, and hospitality hubs make working in the office as flexible as working at home. “We’ve got so many amenities on-site that support work/life balance,” says Natasha.

How to land a customer service career in financial services at Fidelity

If you’re ready to start or pivot your career in financial services, here’s how to set yourself up for success with your resume and interviews.

Translate past experiences of helping others into financial services

Chances are you have all sorts of customer service experience—you might just have to think creatively about it. If you’ve worked in hospitality, retail, healthcare, education, or social services, you probably have direct knowledge of helping others.

But if you don’t have that experience, think about how you’ve gone above and beyond to help someone achieve a positive outcome. Think about the experience you do have. Being an athlete means being part of a team and helping others. Participating in a club means collaborating and finding mutually beneficial solutions to problems.

“Translate your past experiences into being on the phones. Talk about how you’ve gone above and beyond for someone to have a positive outcome,” says Natasha. “Can you make that personal connection and support them?”

Show how you’ve converted a challenging situation into a positive outcome

“Can you turn problems into positive outcomes for someone?” asks Natasha. That could include yourself. For example, were you able to succeed at a difficult exam and earn a good grade? Explain how you did that.

Can you bring empathy and compassion to someone who is upset? “You don’t know what somebody’s journey has been, so you need to keep that in mind when on the phones, to de-escalate and just listen,” says Lori. Share examples of how you’ve steered someone out of choppy waters.

Highlight your coachability and willingness to take feedback

At Fidelity, we’re more concerned with pace than with perfection and with learning for life. You’ll want to show how you can adapt to feedback and make lasting change. “When was a time you got some constructive feedback and were able to turn that into a positive situation?” asks Natasha.

Explain how you can take a step back to see the big picture and look at yourself in the mirror. Being honest, open, and willing to improve is key to working in customer service.

Get more insider interview tips from a Fidelity recruiter here.