Job Description:

Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced more than 200,000 donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable (FC) and its Fidelity Charitable Gift Fund has helped donors support over 278,000 nonprofit organizations with more than $35 billion in grants. In 2018, our donors supplied $7.8B to the Fidelity Charitable Gift Fund and $5.2B to charitable organizations. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

The Team

The Advisor Experience Specialist is a part of the Premium Service team who provides an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.

The Expertise You Have

Bachelor’s degree2-3 years Customer Service, Sales, Service Operations or UHNW background requiredExperience in the financial services industry, specifically brokerage or investments preferredAbility to maintain successful working relationships and promote Fidelity Charitable’s digital capabilitiesHigh sense of urgency and understanding how to set proper expectations, as well as an understanding of how to resolve escalated situationsStrong and effective verbal and written communication skillsProblem solving skills with the ability to project manage transactions from beginning to endAbility to provide exceptional service and transaction management in escalated situationsProven attention to detail with the ability to learn various processes and products from beginning to endStrong organizational skills, planning and time managementOutstanding decision-making skillsHigh levels of accuracyGood discernmentWorking knowledge of Fidelity systems (FBSI, XTRAC, FDOT), a plus

The Skills You Bring

Your strong knowledge of fact-finding and effective questioning techniquesYour ability to ask the proper questions and identify the root cause associated with a given problemYour skill to integrate facts and past experiences to identify alternative solutionsYour ability to influence without authorityYour flexibility with overtime as requested (especially December – “Giving Season”)Exceptional work ethicAbility to foster extraordinary relationships with both external and internal parties

The Value You Deliver

Providing outstanding customer service via phones and email communicationCollaborating with internal Charitable business partners to fulfill special handlingEmploying good sound judgment in decision making or problem resolutionCoordinate with management to implement expedited delivery requestsEnsure daily work meets accuracy standards and is completed in a timely mannerSuggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organizationMaintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and DeliveriesMaintain up-to-date procedures for those functions for which responsibleEffectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

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 working model blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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.