Client Experience Specialist

Fidelity TalentSource is your destination for discovering your next temporary role at Fidelity Investments. We are currently sourcing for a Client Experience Specialist to work in Salt Lake City.

All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.

Got personality? Like to talk? Have a desire to problem solve, help others? Then keep reading. Fidelity Charitable is looking for a top notch customer service professional to work on the Donor Services team. As a Client Experience Associate, you will be the primary point of contact for Non Profit Organizations affiliated with Fidelity Charitable. We are looking for ‘customer obsessed’ individuals that want to make a difference in helping our Non Profits with all their needs. Still interested? Read on.

This temporary position supports our busiest time of year, Giving Season.

The hours are demanding, please expect to work overtime in November and December.

We request that you do not take extra vacation days in November, December and January.

You will be off Thanksgiving, Christmas and New Year's Day as major holidays.

The Expertise We’re Looking For

Bachelor’s degree preferred

Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment

The Purpose of Your Role

Your role is to ensure each interaction creates a superior customer experience while responding to all requests. You will perform daily functions while ensuring you are maintaining department and individual goals, as well as call metrics and call quality. You will engage with non profits using conversational techniques to understand the scope of their request, gather relevant information and identify a solution, if necessary. It’s more than just taking a call and processing a transaction, it is helping reach goals. You get to be a part of that!

The Skills You Bring

Your proficient verbal and written communication skills required

Your very best problem- solving skills with excellent follow through

Your strong organizational skills, planning and time management

You are able to proficiently multi-task in a Windows based environment

You are proficient in MS products including Word / Excel. Applications used in this role include : FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.

Your flexibility for overtime as requested (especially December – Giving Season) Various shifts are available. Business hours are 8 : 30-6 : 30pmET, Monday-Friday

The Value You Deliver

Executing quality and timely work to meet the needs of Fidelity Charitable Donors, Advisors and Non -Profits

Via telephone, assist with various requests including password / PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information.

Interact with other internal Charitable business units as needed

Employing good sound judgment in decision making or problem resolution

Deliver a great customer experience with each interaction

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.