The Role
Operations & Services Group (OSG) provides superior customer service to Fidelity's Institutional Products Group's businesses through innovation, dedication, and commitment to excellence. With eight operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. OSG performs tens of thousands of over the counter, listed equities, options, bonds, and mutual fund transactions daily. The Alternative Investment Service Associate is a critical member of the OSG organization. In this role you will be responsible for processing client transactions accurately and expeditiously. Attention to detail and accuracy is a must for this role. The associate should be capable of dealing high volume workloads as well as managing multiple client requests/issues that must be completed within a tight timeframe. The associate will also be responsible for monitoring adherence to internal guidelines in addition to building and maintaining strong relationships while providing a superior level of customer service. In this position, the associate will be responsible for having the technical expertise to respond to inquiries related to transaction processing.
The Expertise and Skills You Bring
2+ years of brokerage operations experience or 5+ years related work experience preferred
Customer Service experience required
Alternative Investments experience is a major plus
Inbound phone experience preferred
College degree preferred
You will possess excellent interpersonal and communication skills (written and oral) to engage with clients and internal partners to provide them with the best service experience
You will identify the clients’ needs, clarify information, research every issue, and offer the best solutions and/or alternatives available
Your strong organizational and time-management skills and ability to prioritize decisions in a fast-moving environment
Your ability to take initiatives to work on adhoc projects when required
Your ability to work and build strong relationships across different teams within the organization
Handling inbound phone calls and emails from clients and assisting them with inquiries regarding AI Products
Identifying clients’ needs; clarifying information provided; researching their issues and providing appropriate solutions or alternatives to solve their queries
Providing clear and concise communication to internal and external business partners
Creating lifetime relationships and playing a meaningful role in the customer experience
Processing alternative investment transactions as required
Tracking and monitoring outstanding issues and providing timely updates to clients
The Team
In the Alternative Investments Service space, you will be an integral part of a dynamic team that handles sophisticated products and provides resolution to queries that come your way via inbound phone calls or emails. As a Service team Associate, be empowered and trained to resolve most issues for our clients and will act as the first point of contact to customers, providing a dedicated and balanced approach by building customer confidence and earning their trust.
The base salary range for this position is $39,000-$61,000 per year.
Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
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