Customer Service
Customer Support Representative – Merrimack
- Merrimack, NH
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:
Do you genuinely enjoy making a difference in the lives of others? If you answered “yes” and are a customer service-minded champion, we are hiring Customer Support Representatives, also known as Financial Customer Associates (FCA) in our Merrimack site.
In this full-time position, you can apply your skills and knowledge in a significant way every day to help others. Our FCA role is a springboard to an amazing career in which you change the lives of customers! In this customer service role, you will help customers feel more confident, make clearer decisions, and achieve their own financial dreams. You'll assist with a broad range of needs including answering questions about their 401k account balance and helping to make withdrawals, loans, account maintenance, provide education or resources. We commit to investing in you by strengthening your skills, experiences and connections that will help advance your career at Fidelity. You do not need a finance background to succeed in this role.
What to expect…
As a new FCA, you’ll learn about the financial services industry, develop your skills, and gain new experiences.
- Join a training cohort of associates during the first 14 weeks, spending time training to become a Financial Customer Associate. In this phase, you will start with basic customer calls and progress to more sophisticated calls related to our clients 401K plans.
- In the subsequent months, you will continue taking customer calls to develop and hone your skills. There will be time in the day (away from assisting customers) to join team activities, get well-being support, and career coaching.
- Rewards & Recognition: Your achievements will be celebrated as you progress through the program.
- This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. You do not need a finance background or a degree to succeed in the role.
The Skills You Bring
- Ability to establish rapport and relationships through effective communication
- Great listening skills, professionalism, and empathy toward others to support the challenges of our diverse customers.
- Adaptability and flexibility to succeed in various work environments (i.e., balancing working from office and home, overtime, etc.)
- Proficiency in navigating and troubleshooting basic technology issues or systems.
- Handle a variety of situations and conversations driving towards a resolution suitable for all
- Self-motivated teammate with strong social skills who brings energy and passion to the team
- Minimum 1 year of customer service experience
- High School diploma or GED required
The Value You Deliver
- A passion for helping people
- Desire for continuous learning, applying new concepts, and using training and experience to assist with decision-making
- Provide outstanding customer service and communication via voice or digital channels
Our Investments in You
Our benefit programs are crafted to help you and your loved ones strike the perfect balance. Here are a few featured benefits (not all benefits are listed): Maternal and Parental Leave, Tuition Reimbursement, Student Loan Assistance, 401(K) 7% match, Health Insurance, Dental Insurance, Vision Insurance, Disability Insurance, Paid Time off, Commuter Benefit Program, Backup Dependent Care, Charitable match, Concierge Services, Wellness Program, and Fitness Reimbursement.
Sound too good to be true? See for yourself and learn more about our benefits offerings:
- Click to hear from a few of our associates about the outstanding benefits Fidelity offers: Benefits at Fidelity Investments (opens in a new tab)
- Click to learn more about Training Opportunities at Fidelity (opens in a new tab) and how we support our associates
Shifts and Hours: Monday – Friday. Training hours are 8:30am – 5:00pm EST and post training must be able to work an 8hr shift between the hours of 8:30am – Midnight EST
Fidelity Investments does not offer work visas for this role
Certifications:
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 top 10 Best Place to Work in 2024. 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.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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 Accommodation Team by sending an email to accommodations@fmr.com.
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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Hiring: People with a passion for helping others
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 Continuous Learning
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.
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.
- Your facilitator, manager and business partners will give you ongoing support as you develop in your role and provide personalized feedback and coaching.
- A range of talent development programs to support career mobility.
Mentoring
- Dedicated mentors to help you grow into new areas of Fidelity’s business as you develop new skills.
- Rotational programs for exposure to new areas of our business.
- An open atmosphere of knowledge sharing and collaboration.
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.
