Sales & Relationship Management
Global Customer Service Representative – English and Mandarin
- Kronberg, Hessen
Salary depends on a variety of factors including location and experience. Your recruiter will discuss with you.
Salary: listed in the job description
or discussed with your recruiter
Job Description:
Global Customer Service Representative – English + Mandarin (m/w/d)
Stock Plan Services is looking for interested applicants who are fluent in English and proficient in one or more of the above-mentioned languages to join our team in Kronberg, Germany. Naturally, you would already be in possession of a valid working permit for Germany in order to be considered.
Are you an excellent communicator with an outgoing personality who enjoys helping others? Do you want to be part of a dynamic, growing team of international, multi-lingual stock plan experts and be a contributor to our global expansion? Then join the industry leader in stock plan service administration and play a vital role in delivering outstanding participants' experience!
Be part of a global company that's an industry leader in innovation and invests in you with key product and service offerings, groundbreaking technology, and a world-class platform. We empower professional growth, flexibility and support a culture of diversity and inclusion along with work life balance.
Stock Plan Services (SPS) is a part of Fidelity Management & Research (FMR) Workplace Investing business, providing equity compensation administration services to over 800 multinational corporations. Within those corporations, equity compensation plans are managed and serviced for over 2.8 million employee participants. More than 750,000 of these employees are based outside of the US, receiving administrative support and retail brokerage services from our SPS Center in Kronberg, Germany.
Job Title: Stock Plan Service Associate
The Purpose of Your Role
The Stock Plan Service (SPS) Associate is responsible for servicing all stock plan administration inquiries while providing plan education to employees participating in equity compensation plans offered by their employers. As a multilingual Stock Plan Associate you will be expected to provide live language support to our international participants in English as well as in your specific language skills.
- Provide telephone support assisting SPS participants with a variety of plan administration requests and queries
- Provide plan education to participants such as Equity Award, Stock Options, Restricted Stock Units/Awards and Employee Stock Purchase Plan (ESPP)
- Support website navigation
- Participant account maintenance (address changes, PIN resets, etc.)
- Actively improve processes for you and your team
The Skills You Bring
- Your experience in delivering outstanding customer service in a metric-oriented environment
- You have robust influencing, consulting, and communication skills
- You have a strong interest in new technology and the ability to simultaneously use multiple systems and resources to find the answers you need
- Comprehensive understanding/interest in the financial services market, economy, and industry trends
- You are an engaging teammate with superior interpersonal skills and a strong ability to empathize with others
- You thrive in a fast paced, ambitious, and evolving team-oriented environment
- You enjoy solving problems and have a keen eye for details
The Expertise We’re Looking For
- Multilingual skills with full proficiency in Mandarin and English (level C1/2, TOEFL 95+ or equivalent)
- Proven customer service, client support and problem resolution skills (preferably in a Call Center environment)
- Financial qualifications or background preferred
What We Offer
- Competitive salary plus performance-based bonus
- Dynamic Working – a hybrid work model offering with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change
- A fully equipped welcome package with everything you need to work from home
- An amazing office set amongst the tranquil Taunus forest
- On-site, subsidized staff restaurant
- Free onsite parking and use of private company sports gym
- Private bus shuttle between the office and Kronberg train station
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, we have been recognized by our employees as a Best Place to Work in 2023. 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.
At Fidelity, 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”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change.
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. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.
We invite you to Find Your Fidelity at fidelitycareers.com.
Certifications:
Career development
How you’ll spend your time
After obtaining your licenses, you’ll spend your time supporting our customers while developing your own skills professionally and growing relationships with your team.
- Supporting customers on the phone
- Obtaining licenses
- Growing team relationships
- Professional development
Your enhanced onboarding plan
Our customized approach to learning caters the onboarding experience to you – develop your skills throughout your first 18 months and study for your licensing exams with built in time to explore personal interests and career paths. During this time, you may also be eligible for an increase in base and variable pay.
We are committed to helping you pass your licensing exams. As a new CRA, most of your time will be spent studying for your exams. In addition to this paid, on-the-job study time, you will also receive support from licensing coaches, group and individualized study plans, and review classes.
How you impact customers
You’ll help our customers make their financial dreams a reality by serving as their go-to resource for account questions and guidance.
Your career progression
From day one you’ll have the support and structure to plan for the future. Whether you want to make a difference by serving customers directly or leading teams and shaping solutions, your career coach will help you identify your next step. Most CRAs will move on to one of our four key functions based on their passion and interests.
Advanced Service
Learn more about markets, trading, and services in High Net Worth, Active Trading, or Call Volume Management.
Planning & Advice
Support customers with their financial health as a Financial Representative or a Workplace Planning Consultant.
Leadership & Coaching
Learn to coach and develop others as an Onboarding Leader, Team Leader, or Assistant Branch Leader.
Products & Solutions
Improve the internal associate experience as a Talent Champion, Business Intelligence Analyst, or Data Analyst.
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process.
Apply Now
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A look inside our Fidelity planning offices
Benefits that adapt to everything life sends your way
401(k) with company match
Medical, dental, vision and prescription drug coverage
16-week maternity leave & 12-week parental leave
Student loan assistance
Fidelity is invested in you
Committed to Professional Development
At Fidelity, we are constantly adapting to the changing needs of our customers, new technologies, and better ways of working. And we empower our employees to do the same, with an emphasis on developing skills and connections that will help propel you forward in your career while being able to make an impact for Fidelity’s customers around the world.
We offer a wide range of options for professional development including online, in-person, and mentor driven solutions. Special interest and networking groups are also part of our culture of empowerment, personal and professional enrichment, diversity and inclusion, and knowledge sharing.
Licenses & Certifications
- Pursue your FINRA Series 7 and/or Series 63/66 licenses to take your career to the next level as a licensed financial broker.
- Tuition reimbursement for online or in-person course work in pursuit of new certifications.
Continuing Education & Training
- Assess, build, and align your development plan through resources like our skill-building classroom and online courses.
- Video-based training for technology, leadership, management & more.
- Ongoing skills development and coaching opportunities.
- Paid training with a facilitator who is dedicated to your onboarding and will track and evaluate your progress, giving you strategies to improve.
- A range of talent development programs to support career mobility.
Mentoring
- Utilize the skills of experienced leaders to enrich your career.
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- Hone your client relationship skills.
- An open atmosphere of knowledge sharing and collaboration.
- Opportunities to pay it forward, sharing the knowledge you develop and as you help others define how they want their career to take shape.
Our Commitment to Diversity and Inclusion
"Fidelity believes in, and is committed to, fair and equitable treatment for every associate and customer, and to creating a safe and respectful environment, in which everyone is treated with kindness, compassion and respect." Abby Johnson | Chairman and CEO Fidelity Investments
At Fidelity, we are committed to building an enduring culture of inclusion and belonging that will attract, develop and retain a diverse workforce.
Fidelity’s ten affinity groups are self-organized groups of employees with common interests in areas such as race, ethnicity, gender or sexual orientation, or who share similar interests based on similar sets of experiences.
These Employee Resource Groups and Special Interest Groups are models of inclusion for Fidelity. They’re also a powerful form of engagement and development and can provide a pathway to visible leadership roles. Our affinity groups make a large contribution on the business, helping to ensure our products and services are delivered in a welcoming and equitable environment.
- Over 22K employees participate in an affinity group.
- Over 1,400 affinity group members volunteered for Fidelity Cares in 2020.
- 74% increase in affinity group memberships over the last three years.
Giving Back to Our Communities
Throughout Fidelity, you’ll find a genuine commitment to social responsibility – where we strive to make an impact for customers, while also making an impact on the world.
Fidelity Cares
- Provides associates with opportunities to actively volunteer and share their talents.
- Hosts numerous company-wide volunteer events (in-person and virtual).
- Partners with nonprofit organizations to support our local communities.
- More than 12,000 associates donate time annually – from interns to SVPs.
- Impact includes refurbishing schools, donating books and supplies, and teaching financial literacy.
Fidelity Charitable®
- Created to make it easy for people to support charitable organizations they care about.
- Helped deliver $7.3 billion in donor-recommended grants to charity in 2019.
- Supported more than 300,000 unique charities around the world.
- Since its inception, more than $42 billion has been given to public charities.
