Fidelity Institutional businesses, including the Client Experience Group (CE) and Fidelity's Operations & Services Group (OSG), provides superior customer service to Fidelity's brokerage businesses through innovation, dedication and commitment to excellence. With seven operating divisions located throughout the country, Fidelity Institutional provides securities execution, clearance, and information management services to Retail, Institutional, and Correspondent clients.
Providing exceptional customer service to new and existing Fidelity customers, the Intern will analyze service requests and accurately resolve these requests accurately and expeditiously utilizing multiple sys
tems, (e.g. FDOT, FBSI, and XTRAC). This support will include, but is not limited to, the establishment of new brokerage accounts, establishing or updating related accounts features, assisting in the transfer of accounts or assets, and providing research and expertise to resolve customer problems.
Intern will interact with many groups within the Fidelity organization and effectively represent the business to customers and business partners alike. Intern are expected to work overtime as necessary with minimal notice to complete the day's work.
In addition to the processing aspects of the role, Internsare expected to be key contributors to a positive workplace environment and have a strong commitment to teamwork and shared success. Interns are expected to develop their professional skills and acquire additional skills that ensure continued growth and effective contributions to the organization.
Support our internal and external customers while interpreting, researching and resolving intermediate to complex mutual fund, brokerage and cross-product issues.
Partner with our internal businesses to thoroughly research customer issues
Build relationships within the team and internal business partners
Prioritize customer issues based on potential monetary loss, market sensitivity and customer value while educating representatives
Initiate problem resolution procedures, which includes corresponding with clients directly though written communication
Participate in various projects and process improvement initiatives focused on improving the existing workflow, quality, efficiency and policy & procedures
Recommend methods to ensure consistency and streamline procedures
Protect & maintain customer confidence by keeping information confidential
Analyze account applications and establish brokerage accounts accurately and expeditiously utilizing multiple systems
Enter client new account and maintenance transactions via Fidelity resources and tool
Provide World Class Service
Problem solve to find solutions to create exceptional client experiences
Clearly analyze situations to provide solutions
Education and Experience
The ideal candidate should be College Student pursuing an entry level opportunity
Currently enrolled full time in a college/university actively pursuing a Bachelors Degree
An interest in financial services
Customer Service focus
Skills and Knowledge
Detail oriented & ability to work effectively with minimal supervision
Team player with ability to help maintain a positive work environment; demonstrate dedication the client through schedule flexibility and overtime.
Strong analytical, problem solving/decision making skills
Organized; Ability to prioritize, multi-task, and work effectively in a fast-paced environment with multiple deadlines and processes
Strong interpersonal skills and proven ability to build and maintain business partner relationships Exceptional quality and productivity in current role
Strong verbal and written interaction skills including ability to explain complex processes required. Keyboard and data entry skills; Ability to work efficiently between multiple systems/applications within a Windows environment
Develop an understanding of risk, and how to protect Fidelity's clients and the firm
Ability to navigate through Fidelity's policies and procedures
Bachelor's Degree (±16 years)