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For your reference, we have included the original job posting below.
Customer Service Associate - Defined Benefits (Part-time)
Job Number:
25810191
Company Name:
Fidelity
Job Location:
Merrimack, NH US
Job Category:
Customer Service
Customer Service Associate - Defined Benefits (Part-time)
Customer Service Associate - Defined Benefits (Part-time) - 1002835
Description
As a Part-time Customer Service Associate, you will respond to customer inquiries and meet customer needs by accurately communicating plan specific information. We ask that your talent help drive standards and integrity separate from our competitors and that your customer service skills are among the best in the industry. The position also requires you to continuously learn, develop, and grow within the Define Benefit/Health and Insurance industry. In this role you will provide comprehensive benefit services for our valued clients in the area of Health & Insurance. Fidelity prides itself on the quality of its customer service. Using leading-edge technology, you will respond to inquiries, develop and maintain customer relationships and deliver timely problem resolution. This position is for experienced customer service professionals that want to apply their Skills and Knowledge in a meaningful way today and in the future.
We are looking to hire multiple part-time associates to work four hours a day Monday - Friday for the following Shift:s:
10:00 a.m. - 2:00 p.m.
10:30 a.m. - 2:30 p.m.
11:00 a.m. - 3:00 p.m.
11:30 a.m. - 3:30 p.m.
12:00 p.m. - 4:00 p.m.
Primary Responsibilities
* Provide extraordinary customer service to include client specific knowledge and pro-active education
* Respond quickly and assess the needs of the customer and their inquires while engaging in insightful conversations with them to understand implied and explicit needs
* Communicate specific coverage options, cost comparisons, life event processing, and assist with problem resolution
* Offer direction to plan participants regarding general account questions, received correspondences, plan options, enrollments, etc
* Accurately process retirement service actions such as loan initiations and withdrawals
* Inform customers regarding tax implications and relevant timeframes for receiving distributions
* Educate customers on alternative self-service communication channels
* Identify when and where to escalate a call if necessary to ensure resolution
* Utilize a Microsoft Windows based workstation in an inbound service center to locate customer information and perform necessary transactions
* Participate in an industry-leading, comprehensive company sponsored training program that will provide you with the multiple resources, tools and education
Qualifications
Education & Experience
* High School education required, Associates or Bachelors degree preferred
* Previous customer service experience within a call oriented, solution center environment is preferred
* Financial industry experience preferred
Skills & Knowledge
* Fundamental drive to provide exceptional levels of customer service
* Solid interpersonal and communication skills
* Demonstrated problem solver
* Capable to thrive in a high speed, changing environment
* Ability to perform transactional processes and identify/communicate trends
* Strong computer navigation and familiarity with MS Office applications
* Successfully contributes to team environment while maintaining a positive influence in helping peers to attain departmental goals
* Manage workload, given internally and externally imposed deadlines
Company Overview
Fidelity Investments is one of the world's largest providers of financial services. Fidelity offers investment management, retirement planning, brokerage, and human resources and benefits outsourcing services to over 20 million individuals and institutions as well as thousands of financial intermediary firms. The firm is the largest mutual fund company in the United States, the No. 1 provider of workplace retirement savings plans, the largest mutual fund supermarket, a leading online brokerage firm and one of the largest providers of custody and clearing services to financial professionals. For more information about Fidelity Investments, visit
