Financial Customer Service Representative

Fidelity Investments is seeking a Customer Service Representative in Merrimack, NH to support clients with account questions, transactions, and service needs across our investment and retirement products. In this phone-based role, you'll handle inbound calls, provide accurate information, resolve issues, and guide customers through digital tools and resources. You'll learn core financial concepts, follow compliance and security protocols, and collaborate with peers and coaches. Fidelity offers paid training, clear career paths, and opportunities to grow skills and pursue industry certifications.

Responsibilities

• Handle high-volume inbound calls from Fidelity clients regarding account and service questions
• Provide accurate information on investment and retirement products and account activity
• Resolve client issues, process basic transactions, and escalate complex cases when needed
• Educate customers on Fidelity's digital tools, online account access, and self-service options
• Document interactions in CRM systems while maintaining data accuracy and confidentiality
• Adhere to compliance, security, and regulatory standards in all client interactions
• Collaborate with team members and coaches to improve service quality and performance
• Participate in ongoing training to build financial knowledge and service skills

Required Skills

• Customer support
• Call center operations
• Financial services knowledge
• Account troubleshooting
• CRM software
• Data entry and documentation
• Conflict resolution
• Regulatory and compliance awareness
• Multi-channel communication (phone, chat, email)
• Time management