Client Experience Specialist
| Company | Fidelity Investments |
|---|---|
| Location | Salt Lake City, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior |
Requirements
- Bachelor’s degree preferred
- Minimum 1-2 years of telephone customer service experience; preferably in a contact center environment
- Proficient verbal and written communication skills
- Problem-solving skills with excellent follow through
- Strong organizational skills, planning and time management
- Ability to proficiently multi-task in a Windows based environment
- Proficient in MS products including Word/Excel
- Flexibility for overtime as requested (especially December – Giving Season)
Responsibilities
- Ensure each interaction creates a superior customer experience while responding to all requests
- Perform daily functions while maintaining department and individual goals, as well as call metrics and call quality
- Engage with clients using conversational techniques to understand the scope of their request, gather relevant information and identify a solution
- Assist with various requests including password/PIN reset, navigating the web site, Giving Account transactions, providing updates to account or profile information
- Interact with other internal Charitable business units as needed
- Employ good sound judgment in decision making or problem resolution
- Deliver a great customer experience with each interaction
Preferred Qualifications
- Bachelor’s degree preferred
- Experience in a contact center environment preferred