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Service Solutions Group - Research and Resolution Team - Greater Los Angeles, CA Area

Company: Fidelity Investments
Location: TUSTIN
Posted on: May 3, 2021

Job Description:

Job Description:We have a new and exciting opportunity for a Remote Licensed Service Support Specialist - Research and Resolution Team in the Greater LA area! The position is fully remote and requires you reside in the Greater Los Angeles, California area. We offer virtual interviewing and on boarding, as well as access to our virtual training and support. Full access to work from home capabilities to support our clients remotely.In the Service Support Group you will be an integral part of a team that provides expertise for all complex service items, emphasizing "point of service" resolution. You will own the outcome for the customer and provide a personalized, frictionless experience to effectively resolve the customer need. In this role, you will have the opportunity to help our customers feel more confident, make clearer decisions, and achieve their own financial dreams.The Purpose of Your RoleThe Service Support team will be empowered and trained to resolve most issues "at point of service," and will proactively reach out to customers to resolve "not in good order" items and other Fidelity identified issues. You will serve as a single point of contact to customers, providing a dedicated, compassionate, and balanced approach by building customer confidence and earning their trust. This includes:Owning the issue to completionProviding simple, easy solutions for complex requestsLeveraging comprehensive digital solutionsServicing the full spectrum of customer needs, including account set up, money movement, trading and establishing /updating account featuresThe Expertise You HaveSeries 7 requiredSeries 63 or ability to obtain within 90 days2-3 years of previous financial services experienceThe Skills You BringAn ability to process transactions with efficiency and accuracyYour strong organizational skills and ability to prioritize decisions in a fast moving environmentCreative problem resolution skills with an ability to balance risk and the customer experienceYou are able to take ownership of complex situations that result in positive outcomes for the customerYou have experience in a team environment that fosters culture of peer to peer coaching, collaboration and recognitionThe Value You DeliverYou implement Fidelity's Service Support strategy by supporting the reactive and proactive needs of customers, and our front line associatesYou deliver the best customer experience in the financial services industry by quickly resolving issues and taking ownership to resolve more complex situationsYou correspond with customers through a number of channels including phone, letters and emails to quickly resolve the requestDeliver efficient and responsive resolution in the most effective way possibleCertifications:Series 07 - FINRA, Series 63 - FINRACompany OverviewAt Fidelity, we are focused on 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. Find your Fidelity at .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 Leave of Absence/Accommodation Team by sending an email to, or by calling 800-835-5099, prompt 2, option 2. We welcome those with experience in jobs such as Co-Manager, Merchandise Coordinator, and Associate Manager and others in the Retail to apply.

Keywords: Fidelity Investments, Tustin , Service Solutions Group - Research and Resolution Team - Greater Los Angeles, CA Area, Other , TUSTIN, California

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