Customer Service Associate Requirement at Fidelity
Job Profile:Provide outstanding customer service to inbound callers while responding to their inquiries and requests on employee benefits
plans throughout their employment lifecycle (enrollment to retirement)
Seek opportunities to educate customers to take ownership of their needs and maximize their retirement benefits
Consult and educate customers to achieve beneficial outcomes for their retirement savings
Reference multiple on-line resources effectively while simultaneously conversing with customers
Mitigate risk while adhering to quality procedures and ensuring compliance with regulatory requirements
Obtain and capture feedback from customers to help identify customer experience improvement opportunities
Partner across the organization to deliver world-class service and ensure continuous process improvements
Eligibility:
Education and Experience :
Customer service experience
Financial services and/or employee benefits industry experience, or an affinity towards learning more about them
Bachelor's Degree
Skills and Knowledge
Previous experience delivering outstanding customer service in a metric-oriented environment
Ability to confidently lead customers to the best outcomes utilizing consultative techniques and capabilities
Outstanding interpersonal, communication, time management, problem-solving and critical thinking skills
Desire to uncover unspoken customer needs through effective questioning
Demonstrated ability and attitude to thrive in a fast paced, challenging, and evolving team-oriented environment, while enhancing the customer experience
Strong aptitude for embracing new technology and the ability to simultaneously leverage multiple systems and resources
Focus on continuous improvement to enhance the customer experience
Open and responsive to quickly apply coaching and feedback for immediate improvement and proactively manage personal development
How to Apply:
Log on to fidelity.taleo.net