Advisor Experience Specialist I

Job Description:

Fidelity Charitable Gift Fund (\u201CFidelity Charitable\u201D) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced more than 200,000 donors to the benefits \u2014 and increased charitable impact \u2014 of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable (FC) and its Fidelity Charitable Gift Fund has helped donors support over 278,000 nonprofit organizations with more than $35 billion in grants. In 2018, our donors supplied $7.8B to the Fidelity Charitable Gift Fund and $5.2B to charitable organizations. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

The Team

The Advisor Experience Specialist is a part of the Premium Service team who provides an outstanding service experience to, and fosters relationships with, ultra-high net worth strategic advisor firms (the most complex relationships within Fidelity Charitable) and select donors. The AXS will be part of a team dedicated to answering strategic advisor and high net worth donor calls and responding to emails. The AXS optimizes the client experience as it relates to Operations and Service Delivery to drive high satisfaction, quality and efficiency for the donors/advisors and Fidelity Charitable.

The Expertise You Have

• Bachelor s degree
• 2-3 years Customer Service, Sales, Service Operations or UHNW background required
• Experience in the financial services industry, specifically brokerage or investments preferred
• Ability to maintain successful working relationships and promote Fidelity Charitable s digital capabilities
• High sense of urgency and understanding how to set proper expectations, as well as an understanding of how to resolve escalated situations
• Strong and effective verbal and written communication skills
• Problem solving skills with the ability to project manage transactions from beginning to end
• Ability to provide exceptional service and transaction management in escalated situations
• Proven attention to detail with the ability to learn various processes and products from beginning to end
• Strong organizational skills, planning and time management
• Outstanding decision-making skills
• High levels of accuracy
• Good discernment
• Working knowledge of Fidelity systems (FBSI, XTRAC, FDOT), a plus

The Skills You Bring

• Your strong knowledge of fact-finding and effective questioning techniques
• Your ability to ask the proper questions and identify the root cause associated with a given problem
• Your skill to integrate facts and past experiences to identify alternative solutions
• Your ability to influence without authority
• Your flexibility with overtime as requested (especially December \u201CGiving Season\u201D)
• Exceptional work ethic
• Ability to foster extraordinary relationships with both external and internal parties

The Value You Deliver

• Providing outstanding customer service via phones and email communication
• Collaborating with internal Charitable business partners to fulfill special handling
• Employing good sound judgment in decision making or problem resolution
• Coordinate with management to implement expedited delivery requests
• Ensure daily work meets accuracy standards and is completed in a timely manner
• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Maintain effective business relationships with Fidelity business partners with whom the position interfaces, including Compliance, Program, Legal, Risk, and Deliveries
• Maintain up-to-date procedures for those functions for which responsible
• Effectively case manage advisor relationships through escalated situations while working across Fidelity cross functionally when applicable

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a

, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelity\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation,

, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to