About the Company
Fidelity Investments is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing, and other financial products and services to more than 40 million individuals, workplaces, and institutional clients. With a rich history of innovation and client focus, we are committed to helping people live better lives by making financial expertise accessible to all. We foster a diverse and inclusive environment where every associate can thrive and contribute to our mission.
Job Description
Are you a highly empathetic and articulate individual looking for flexible afternoon work? Fidelity Investments is seeking a dedicated Messaging Support Officer to join our dynamic customer service team in Downtown Albany. In this casual loading role, you will be the first point of contact for our valued clients, providing exceptional support through various digital messaging channels. Your primary focus will be to answer inquiries, resolve issues, and guide clients with clear, concise, and helpful information. This is an excellent opportunity for individuals seeking to balance work with other commitments, offering flexible afternoon shifts in a supportive and professional environment.
Key Responsibilities
- Respond promptly and professionally to client inquiries received via online chat, secure messaging, and other digital platforms.
- Provide accurate and comprehensive information regarding Fidelity's products, services, and account features.
- Troubleshoot and resolve client issues efficiently, escalating complex problems to senior team members when necessary.
- Maintain a high level of client satisfaction through polite, patient, and effective communication.
- Document all client interactions and resolutions accurately in the customer relationship management (CRM) system.
- Adhere to all company policies, procedures, and regulatory requirements.
- Proactively identify opportunities to enhance the client experience and contribute to team improvements.
Required Skills
- Excellent written communication skills with strong grammar, spelling, and punctuation.
- Proven ability to type quickly and accurately.
- Strong problem-solving abilities and a keen attention to detail.
- Proficiency in navigating multiple computer systems and applications simultaneously.
- Ability to work independently and as part of a team in a fast-paced environment.
- High school diploma or equivalent.
Preferred Qualifications
- Previous experience in a customer service or contact center role, particularly with messaging platforms.
- Familiarity with financial services products and terminology.
- Experience with CRM software.
- Associate's or Bachelor's degree in a related field.
Perks & Benefits
- Flexible afternoon shifts to accommodate your schedule.
- Casual loading structure.
- Opportunity to work with a leading global financial services company.
- Comprehensive training and professional development opportunities.
- Access to employee assistance programs.
- Collaborative and supportive team environment.
- Convenient downtown Albany location with access to public transportation.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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