Job Description:
The Role
Fidelity Workplace Investing is seeking professional individuals with a strong interest in supporting our non-qualified deferred compensation (NQDC) plan services! You will be a member of the newly formed NQDC Support Team, a dynamic group, supporting internal client teams that service the NQ product. You will use your strong domain and operational expertise to provide the critical support client teams need to effectively service our client’s NQ plans. You will apply critical thinking skills as you support questions and issues, track and analyze trends, and update training and resources to enable self-service. In addition, you will be a crucial voice in identifying overall improvement opportunities to help elevate the level of NQDC service we provide to our clients.
Your primary goal is to enable and empower the DC service team members to effectively service Non-Qualified plans in their book. You will be a resource to Managing Directors, Client Service Managers, and Client Service Administrators. The team supports answering inquiries in a timely and accurate manner, handling the case management of open issues and questions to ensure follow up and provide updates. You may also directly engage with clients at times to support the core service team. Your work will ensure services are provided at the highest levels of quality. We partner with Product and Tech teams providing them with information that allows them to expand and improve Fidelity’s NQ businesses, offering and initiatives.
The Expertise You Have
- 3-5 years within a professional, fast paced, corporate environment, preferably in a customer service or Operations role
- Bachelor’s Degree or equivalent experience required.
- Experience with NQ is required
The Skills You Bring
- Operates as the subject matter expert for NQ plan set-up, consultation on best practices and preferred solutions
- Experience in supporting operational questions for clients and/or problem resolution events
- Analytical, intuitive, and problem-solving skills
- Strong and effective interpersonal and communication skills.
- Demonstrated ability to balance customer service with sound business judgment.
- Effective organizational, time management, facilitation, and prioritization skills.
- Ability to work with different business partners in numerous locations.
- Strong interpersonal and client communication skills are essential for building relationships with internal partners and at times plan sponsors.
- The ability to convey complex technical information in an accessible manner enhances collaboration and understanding.
- Organizational skills and meticulous attention to detail are crucial for managing multiple tasks and meeting deadlines in a fast-paced environment.
- Problem-solving skills, logical reasoning, and analytical thinking enable effective solution implementation.
- A service mindset focused on customer needs, flexibility in adapting to varying workloads, sound judgment.
The Value You Deliver
- Customer Service Oriented: You enjoy assisting others in problem resolutions and issue management.
- Escalate Appropriately: You execute consistently on problem resolution routines, signaling issues and potential areas of concern in a timely and appropriate manner.
- Case Management: You proactively raise larger problem resolution issues, partnering to manage efforts with quality, accuracy, efficiency
- Mobilize Others: You engage key business partners and cross-functional teams to help with issue resolution and root cause analysis
- Communicate Clearly: You get results by effectively communicating to internal and external business partners, managing the successful execution of an agreed upon mitigation strategy.
- Process Improvement: You identify and communicate opportunities to improve the customer and client team experience and the routines of the team. As well as identify training and development needs for those who this team supports.
- When needed, partners with the client team in external client meetings and engagements where a high level of expertise is required.
The Team
A key member of Client Service and Operations organization, we work closely with NQ Product and Workplace Investing service teams to provide high quality support and problem resolution services.
You’ll serve alongside our entire team of WI DC Client Services associates who are all passionate about delivering flawless recordkeeping and unparalleled customer service
The base salary range for this position is $71,000-$120,000 per year.Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.
Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.
We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.
Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.