Cost Basis Support Representative II

Company Overview 

At Fidelity, we help 23 million people invest their life savings, 20,000 businesses manage their employee benefits programs, 10,000 advisors and institutions requiring innovative technology solutions to invest their clients’ money. To do this well, we place a high degree of value in nurturing a work environment that attracts the best talent and reflects our dedication to being an employer of choice. 

Fidelity established its Ireland presence in 1996 and we currently employ over 1000 staff across IT and Operations & Corporate Shared Services with offices in Dublin (Citywest) and Galway (Parkmore East). 

We are a privately-owned company, committed to innovation and providing the best customer experience in financial services.

The Expertise We’re Looking For 

• Bachelor's Degree or higher in Business or related discipline 

• 1-3 years’ experience, preferably within financial services and/or a shared service model 

• Strong analytical skills  

• Strong customer service skills  

The Purpose of Your Role 

You will work within an exciting, dynamic Tax Services environment and be responsible for supporting client inquiries, maintaining and providing accurate cost basis and gain/loss information on tax forms and client channels. The role involves the processing of service request items and providing subject matter expertise to customers over the telephone in a second line support capacity to the Personal Investing Client Experience reps.  You will also look for ways to improve the client experience, reduce client effort and to drive efficiency. 

The global Cost Basis Service team receives systematic service requests and telephone calls to support the tracking of cost basis information, which is necessary to accurately report information on IRS form 1099 for retail, institutional, advisory firm and correspondent broker dealer customers. 

Cost basis is the original value of an asset for tax purposes, adjusted for stock splits, dividends and return of capital distributions. This value is used to determine capital gains and losses.  

The Skills You Bring 

• Your understanding of IRS cost basis/regulations and the ability to communicate them to clients 

• Your ability to answer client inquiries over the telephone and through internal systems 

• Your ability to analyse complex positions activity and perform cost basis adjustments using spreadsheets and manual calculations 

• Your ability to communicate effectively when resolving issues and providing exceptional customer service 

• Your understanding of the unique needs of each business group supported by the organization  

• Demonstrating your ability and willingness to take on additional tasks as required 

• Strong PC skills including Word, Excel and Power Point 

• Excellent written and verbal communication and interpersonal skills 

• Strong attention to detail 

The Value You Deliver 

• By ensuring that Fidelity’s cost basis data is accurate and timely, you provide a valuable service to our customers, and help to maintain the firm’s reputation for quality 

• The relationships that you establish with our US business partners will help ensure adherence to Operations policies and procedures, and will enhance the reputation of the Tax Services team in Ireland 

• Supporting the production of accurate US Inland Revenue Services tax forms  

• Adapting daily responsibilities to seasonal business needs 

• Providing support to colleagues in relation to complex items and assisting in the training of new colleagues 

• Assisting in the updating of reference resources for cost basis  

• Providing clients with knowledge and understanding of cost basis and tax reporting requirements 

• Providing regular status updates to management 

• Participating in various projects and process improvement initiatives focused on improving the existing workflow, quality, efficiency and policy & procedures  

How Your Work Impacts the Organization  

Operations and Services Group (OSG) is a division of Fidelity Institutional and provides superior customer service to Fidelity businesses through innovation, dedication and commitment to excellence. In operating locations across the US and in Ireland, OSG plays a critical role by processing every transaction into Fidelity and out to customers through the brokerage platform. OSG provides securities execution, clearance, and risk management services to retail, institutional, and correspondent clients.