Financial Associate Retirement & Benefits - Westlake

Fidelity Investments is seeking professional individuals in our Westlake, TX site with a strong interest in learning financial services and the employee benefits industry (401k/403b, pension, and health & insurance). In this role, you will be a part of a dynamic and rewarding industry while helping our customers maximize their benefits plans. You will communicate with our customers, resolve their questions, process their requests, uncover and understand unspoken needs, and provide information about financial products and services – all with a goal of helping customers fulfill their plans for retirement. If you are an experienced service and consultative-minded professional seeking to apply your skills and knowledge in a meaningful way every day, and who may also want to ultimately advance your career, then this may be the opportunity for you.

Participate in an industry-leading, comprehensive company-sponsored training program that will provide you with valuable resources, tools, and education. This unique 5-7 week program incorporates classroom-style teaching, on-the-job training, and one-on-one coaching to build an exceptional base of core skills and knowledge.

Primary Responsibilities 

• Provide outstanding customer service to inbound callers while responding to their inquiries and requests on employee benefits plans throughout their employment lifecycle (enrollment to retirement)
• Seek opportunities to educate customers to take ownership of their needs and maximize their retirement benefits
• Consult and educate customers to achieve beneficial outcomes for their retirement savings
• Reference multiple on-line resources effectively while simultaneously conversing with customers
• Mitigate risk while adhering to quality procedures and ensuring compliance with regulatory requirements
• Obtain and capture feedback from customers to help identify customer experience improvement opportunities
• Partner across the organization to deliver world-class service and ensure continuous process improvements

Qualifications

• Education and Experience (Preferred, but not required)
• Customer service experience
• Financial services and/or employee benefits industry experience, or an affinity towards learning more about them
• Bachelor's Degree 

Skills and Knowledge 

• Previous experience delivering outstanding customer service in a metric-oriented environment
• Ability to confidently lead customers to the best outcomes utilizing consultative techniques and capabilities
• Outstanding interpersonal, communication, time management, problem-solving and critical thinking skills
• Desire to uncover unspoken customer needs through effective questioning
• Demonstrated ability and attitude to thrive in a fast paced, challenging, and evolving team-oriented environment, while enhancing the customer experience
• Strong aptitude for embracing new technology and the ability to simultaneously leverage multiple systems and resources
• Focus on continuous improvement to enhance the customer experience
• Open and responsive to quickly apply coaching and feedback for immediate improvement and proactively manage personal development

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.  

Fidelity Investments is an equal opportunity employer.