Customer Services Representative II - Digital Assets

Customer Services Representative II - Fidelity Digital Assets

Working Hours: 7:00am – 3:30pm with shift rotation

Do you want to work for a fast-paced, growing organization where impactful people make the difference?  Do you thrive on providing exceptional client service?  Join us as a Client Service Representative where you will be the key contact in servicing, educating, and resolving day-to-day service and operational needs for customers.

The Purpose of Your Role

Fidelity Digital Assets® Services is a growing business unit that is focused on bringing emerging concepts to life in the digital asset arena and delivering those solutions to customers and prospects.  The Client Service Associate II (CSA) will work within a team structure focused on providing world-class experience for Fidelity digital asset customers.  You will focus on customer satisfaction with specific attention in the areas of overall customer experience, providing technical expertise, problem resolution, and process improvement.  CSAs are expected to have strong commitment to teamwork and shared success of the organization.

To be effective, you will work closely with the Customer Service team as well as the broader Fidelity Digital Assets® Services team including Technology, Operations, etc., to drive customer satisfaction by developing a deeper understanding of their service needs and opportunities. You will also deliver expertise regarding key industry topics that include product, platform, technology, operations, and business management principles.  In addition, you will serve as a subject-matter expert in consultation with a wide variety of internal business partners in support of Fidelity’s digital asset capabilities.  With your knowledge and commitment, you will become a collaborative and resourceful member of the FDAS team, sharing best practices and creating an outstanding customer experience.

The Expertise We’re Looking For

• Bachelor’s Degree or equivalent experience.
• 1-2 years of customer service experience in the financial services industry.
• Relationship building skills across team, business unit, and national peers.
• Familiarity with market mechanics and customer order flow.
• Familiarity with digital assets and their unique characteristics.
• Demonstrated ability to identify and mitigate potential areas of risk.
• Experience consulting and partnering with range of internal business partners.

The Skills You Bring

• Your excellent interpersonal, verbal, and written communication skills.
• Your ability to work well on teams and in fast-paced, cross-collaborative environments.
• Your ability to think analytically and deliver solutions to complex challenges.
• Your proven ability to build and leverage internal and external resources.
• Your passion for innovation.
• Your success in navigating and thriving in a dynamic, growing business.
• Ability to teach clients and business partners how to use digital assets trading tools.
• Flexible hours, which may include evenings and weekends.
• Strong organizational, planning, and time management skills.

The Value You Deliver

At Fidelity, collaboration isn’t just about working together, but also about improving lives together. Our success as a firm is due to the personal responsibility and pride that our associates take in getting things just right, and the compassion that drives us to go the extra mile for our customers and each other. Included in the value that you’ll deliver are:

• Meeting operational goals while maintaining a ‘customer first’ mentality.
• Optimizing the customer experience and developing long term relationships and partnerships.
• Providing exceptional service to customers by executing their requests in an accurate and timely manner.
• Driving high satisfaction, quality, and efficiency for both the customer and Fidelity.
• Delivering superior results quickly and efficiently, utilizing effective time management skills.
• Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
• Support broad enterprise functions by providing expertise in digital assets.
• Ability to provide customer solutions to complex operational or trading inquiries.

How Your Work Impacts the Organisation

Fidelity Digital Asset Services is an emerging business unit, dedicated to serving existing customers as well as a growing new customer base within the Fidelity enterprise.  This role represents an exciting opportunity to help build Institutional relationship capabilities within FDAS and help bring the vision for the future to life.

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