Financial Customer Associate - Fidelity Investments

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Financial Customer Associate - Fidelity Investments

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Do you genuinely enjoy making a difference in the lives of others? If you answered "yes" and are a customer service-minded champion, we are hiring Financial Customer Associates at Fidelity Investments in our Albuquerque, NM site.

In this full-time position, you can apply your skills and knowledge in a significant way every day to help others.

The Purpose of Your Role:

Fidelity's Financial Customer Associates are the primary point of contact for customer queries regarding their Defined Contribution retirement plans. The Financial Customer Associate needs to take personal responsibility for identifying customer needs and responding in a timely manner, while providing a high value customer experience. You will engage in fulfilling work by educating and empowering customers to make better decisions around saving for their retirement. You will instill confidence in our customers as they make financial decisions to achieve their fiscal dreams.

Responsibilities include:

Completing ongoing education and learning.
Establishing rapport with customers, making them feel unique and valued.
Answering customer queries with a professional attitude and manner while adhering to measurable departmental goals.
Processing transactions accurately.
Effectively utilizing and navigating internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships.
Actively participating in Quality Improvement Process.
Demonstrating excellent call handling skills, perseverance and respect with complex and non-complex calls.
Defining a problem clearly and raising concerns appropriately when necessary.
Understanding that you are "Fidelity's Voice to Our Customers".

The Skills You Bring:

You assist others by engaging your pro-active problem-solving skills.
Adaptable with the flexibility to thrive in various work environments (i.e. working from home, overtime, etc.)
You manage challenging situations and conversations driving towards a resolution suitable for all.
Your ability to uncover hidden customer needs utilizing effective questioning.
Your ability to identify actions necessary to complete tasks and obtain results.
Ability to have a positive and constructive view of working with others/outstanding teammate?
Ability to listen to and work with diverse customers with a wide range of challenges to achieve outcomes where everybody wins.
Learn quickly and retain information to assist with decision-making.
Be able to display understanding.
Excellent social skills both written and verbal.
Multi-tasking (able to talk and research at the same time).
Being responsible and punctual.
Display interpersonal skills.
Rare detail orientation.
Take personal accountability for acquiring the expertise, knowledge and information to effectively tackle customer's issues.
"Of service" attitude towards others.

Your Qualifications:

Associate or bachelor's degree preferred, or equivalent work experience.
One - two years of customer service experience, preferably in the financial services / benefits industry, or experience with Health and Insurance.
Personal computer proficiency required: Windows Office and web-based applications experience preferred.
Bilingual in English and Spanish is a plus but not required.

Company Overview
We at Fidelity Investments, are the largest mutual fund company in the United States and one of the world's largest providers of financial services.

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and cultivating a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associate for their unique perspectives and experiences. For information about working at Fidelity, visit

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.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Leave of Absence/Accommodation Team by sending an email to, or by calling 800-835-5099, prompt 2, option 2.


Michael Annas

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