Customer Support Representative - Financial Services

Fidelity Investments is hiring a Customer Relationship Advocate in Merrimack, NH. In this client-facing role, you'll deliver exceptional service to individual investors, answering questions about accounts, transactions, retirement plans, and Fidelity's digital tools. You'll guide clients through online platforms, resolve problems with care and accuracy, and escalate complex needs to specialists. You'll join a structured career development program with paid training, licensing support, and ongoing coaching, helping you build marketable skills in financial services. Fidelity offers a collaborative, client-first culture with strong benefits, growth opportunities, and work-life balance in a hybrid work environment.

Responsibilities

• Serve as primary point of contact for clients, addressing account questions and service needs
• Educate customers on Fidelity's digital tools, investment platforms, and service options
• Resolve client issues with empathy, accuracy, and adherence to compliance standards
• Collaborate with specialists to connect clients to appropriate financial resources and solutions
• Document client interactions and updates in CRM systems with high attention to detail
• Participate in structured training, coaching, and certifications to deepen financial knowledge
• Identify opportunities to improve the client experience and share feedback with teams
• Meet or exceed performance metrics related to client satisfaction and service quality

Required Skills

• Customer service
• Call center or phone support
• CRM software
• Conflict resolution
• Financial services knowledge
• Regulatory and compliance awareness
• Digital banking and trading platforms
• Data entry and documentation
• Time management
• Written and verbal communication