Job Description:

Global Customer Service Representative – English + Mandarin (m/w/d)

Stock Plan Services is looking for interested applicants who are fluent in English and proficient in one or more of the above-mentioned languages to join our team in Kronberg, Germany. Naturally, you would already be in possession of a valid working permit for Germany in order to be considered.

Are you an excellent communicator with an outgoing personality who enjoys helping others? Do you want to be part of a dynamic, growing team of international, multi-lingual stock plan experts and be a contributor to our global expansion? Then join the industry leader in stock plan service administration and play a vital role in delivering outstanding participants' experience!

Be part of a global company that's an industry leader in innovation and invests in you with key product and service offerings, groundbreaking technology, and a world-class platform. We empower professional growth, flexibility and support a culture of diversity and inclusion along with work life balance.

Stock Plan Services (SPS) is a part of Fidelity Management & Research (FMR) Workplace Investing business, providing equity compensation administration services to over 800 multinational corporations. Within those corporations, equity compensation plans are managed and serviced for over 2.8 million employee participants. More than 750,000 of these employees are based outside of the US, receiving administrative support and retail brokerage services from our SPS Center in Kronberg, Germany.

Job Title: Stock Plan Service Associate

The Purpose of Your Role

The Stock Plan Service (SPS) Associate is responsible for servicing all stock plan administration inquiries while providing plan education to employees participating in equity compensation plans offered by their employers. As a multilingual Stock Plan Associate you will be expected to provide live language support to our international participants in English as well as in your specific language skills.

Provide telephone support assisting SPS participants with a variety of plan administration requests and queries Provide plan education to participants such as Equity Award, Stock Options, Restricted Stock Units/Awards and Employee Stock Purchase Plan (ESPP) Support website navigation Participant account maintenance (address changes, PIN resets, etc.) Actively improve processes for you and your team

The Skills You Bring

Your experience in delivering outstanding customer service in a metric-oriented environment You have robust influencing, consulting, and communication skills You have a strong interest in new technology and the ability to simultaneously use multiple systems and resources to find the answers you need Comprehensive understanding/interest in the financial services market, economy, and industry trends You are an engaging teammate with superior interpersonal skills and a strong ability to empathize with others You thrive in a fast paced, ambitious, and evolving team-oriented environment You enjoy solving problems and have a keen eye for details

The Expertise We’re Looking For

Multilingual skills with full proficiency in Mandarin and English (level C1/2, TOEFL 95+ or equivalent) Proven customer service, client support and problem resolution skills (preferably in a Call Center environment) Financial qualifications or background preferred

What We Offer

Competitive salary plus performance-based bonus Dynamic Working – a hybrid work model offering with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change A fully equipped welcome package with everything you need to work from home An amazing office set amongst the tranquil Taunus forest On-site, subsidized staff restaurant Free onsite parking and use of private company sports gym Private bus shuttle between the office and Kronberg train station

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 Best Place to Work in 2023. 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.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change.

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. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

We invite you to Find Your Fidelity at fidelitycareers.com.

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