Brokerage Operations Representative I, II or III

Company Name:
Fidelity Investments
Position Type:
The Fidelity Personal Investing Distribution Services Support group provides superior customer service to Fidelity customers through innovation, dedication and commitment to excellence. PI Distribution Services is comprised of several Middle Offices functions that support Fidelity's Personal Investment associates and Retail end-clients with new accounts and features, transfer of assets and money movement. The focus is to provide PI Phone and Branch associates a single point-of-contact for consultation of complex service requests, suggestions or alternative solutions to documented processes and overall ownership of complex problems.
The PI Distribution Services Support group supports PI in unique ways from operations to problem resolution across multiple Middle Office functions including new accounts and features, account reregistration, transfer of assets and retirement distributions. To be successful in this primarily phone based role, an associate must demonstrate strong customer advocacy, innovative thinking and problem solving skills. In addition to the fast paced, team-oriented environment, they will be focused on enhancing relationships and building customer loyalty while educating customers across the retail (PI) line of business.
In addition to the day-to-day aspects of the role, associates are expected to be key contributors to a positive workplace environment and have a strong commitment to teamwork and shared success. In turn, they will find an exciting and every changing environment focused on learning and development.
Primary Responsibilities
Provide quality customer service through accurate and timely phone based interactions
Partner with PI associates to find suitable customer solutions
Determine whether legal requirements have been met by analyzing supporting documents
Deliver effective written and verbal communication to appropriate business partners when requests are not in good order
Gain proficiency in additional processes as department needs require.
Complete administrative records documenting time spent on different processes
Manage and prioritize workflow
First point of contact for escalations
Education and Experience
College degree preferred
2 years of customer service experience
Prior experience in brokerage industry preferred
Skills and Knowledge
Demonstrated ability to perform in a fast-paced environment
Strong PC (Microsoft Office, etc.) and typing skills
Effective oral and written communication skills
Flexibility to shift processing responsibilities as volumes demand
Strong analytical ability and attention to detail
Effective organizational and time management skills
Robust problem solving skills
Company overview
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want- from the 23 million people investing their life savings, to the 20,000 businesses managing their employee benefits programs, to the10,000 advisors and institutions needing innovative technology solutions to invest their clients' money. To do this well, as a privately held company, we place a high degree of value in nurturing a work environment that attracts the best talent and reflects our commitment to being an employer of choice. For more information about Fidelity Investments, visit .
Fidelity Investments is an equal opportunity employer.

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