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Customer Service Representative

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Posting ID:
5017l1748
Location:
Smithfield
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We are looking for a Customer Service Representative on behalf of our client, Fidelity Investments. This position is based in Smithfield, RI for 6 months+ resumes to Job Description Institutional Securities Operations Representative- Flex Force, Fidelity Advisor Solutions - ***Normal Hours for this position are Monday through Friday, 9:30am to 6:00pm. Initial hours during 8 weeks of training will be 8:30am-5:00pm and then change to 8:15am-4:45pm for an additional 6 weeks*** Position Description: The Dedicated Customer Solutions (DCS) within the FFAS Client Services organization provides customer service to Institutional, Corporate, Broker Dealer, and Shareholder customers by responding to inbound calls, performing trade execution, processing transactions, and acting as a client advocate throughout the Fidelity organization. The Institutional Service Specialist ensures customer satisfaction by continuously providing "Best in Class" service for functions that includes handling of standard and complex inbound calls. This position may also include processing of paper based transactions through XTRAC Primary Responsibilities Provide Best in Class Customer Service Provide exceptional service through the handling of advisor and/or shareholder phone inquiries, maintaining focus on outstanding customer service and quality Exhibit excellent phone and communication skills when speaking to internal and external customers Provide complete and accurate information to clients regarding Fidelity products and services Demonstrate solid understanding of all FFAS applications, including XTRAC and advisor.fidelity.com Display attention to detail in every customer interaction Display a complete understanding of the DCS Call Models Demonstrate strong and confident decision making skills Perform at levels that consistently exceed departmental productivity standards Participate in actively in team meetings Demonstrate Self Motivation and Teamwork Skills Exhibit effective communication, prioritization, and organizational skills Exhibit both self-motivation and the ability to be a team player Participate in process improvement committees and initiatives as needed (LEAN) Participate in business initiatives as required Ensure Industry, Internal and Legal Guidelines and Requirements are met Recognize and escalate potential risks to the company Make informed decisions while balancing client need, policy parameters, and regulatory requirements when communicating with customers Educate internal and external customers on Fidelity and industry policies and procedures Understand and keep current on internal Policies and Procedures Education and Experience (preferred but not required) Previous experience in an inbound or processing service center preferred Experience handling customers inquiries over a phone line Experience working with retirement products or within financial services preferred College degree or equivalent work history Skills and Knowledge Customer Focused Strong commitment to providing high level of customer service Ability to work in a fast paced environment while demonstrating flexibility Business and industry knowledge Strong teamwork and self-motivation Excellent communication skills Demonstrated problem solving skills, prioritization and organizational skills About Fidelity Investments Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms.

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