Client Service Operations Representative - The Client Experience

  • Competitive
  • Smithfield, RI, USA Smithfield RI US
  • Permanent, Full time
  • Fidelity Investments
  • 19 Mar 18 2018-03-19

Client Service Operations Representative - The Client Experience

The Expertise We're Looking For

  • Four-year College Degree
  • 1-2 years of experience in financial services industry with a sound understanding of the Broker/Dealer marketplace preferred

The Purpose of Your Role

The Brokerage Operations Representative supports FI's strategic correspondent clients. As a member of a small, collaborative team, the Brokerage Operations Representative will frequently interact with other Fidelity departments while providing technical expertise and industry knowledge to our brokerage clients. The Brokerage Operations Representative will be the initial point of contact or the point of escalation for institutional and outsourced clients, and will continually influence our clients' satisfaction with NFS.

The Skills You Bring
  • Your experience with Fidelity mainframe systems: FBSI, myWorkspace, Wealthscape, and Xtrac preferred
  • Your working knowledge of windows-based PC and MS Office applications

The Value You Deliver
  • Provide superior service on inbound and outbound client calls
  • Provide timely resolution to client requests and issues
  • Advise clients on NFS, OSG, and Fidelity Capital Markets policies, procedures, systems and products
  • Act as a liaison between clients and Fidelity companies on time critical TOA, legal transfer, margin, new account, cashiering, reorg, and trading issues
  • Maintain daily service levels and high quality standards
  • Develop long term relationships and partnerships with complex clients
  • Respond directly to all client inquiries received via telephone, email or fax
  • Proactively manage client issues and resolve problems in a timely and accurate manner
  • Educate clients by providing operational guidance in the areas of process, policy and procedures (including Fidelity and Industry rules and regulations)
  • Make sound, definitive business decisions which meet our clients' needs within the confines of our policies and procedures
  • Work with management and various other Fidelity departments to address issues as necessary
  • Actively participate in meetings and process improvement initiatives

How Your Work Impacts the Organization

Fidelity Institutional's (FI) Client Experience Division (CED) provides superior customer service to Fidelity's National Financial Services (NFS) Broker-Dealers through innovation, dedication and commitment to excellence.Company Overview

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 nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.