Team Lead, Advisor Experience

Team Lead, Advisor Experience

Are you interested in philanthropy and collaborating with ultra-high net worth donors and advisory firms? The Team Lead of the Advisor Experience team is responsible for providing an outstanding experience to clients comprised of donors and financial advisors who seek assistance with their charitable giving! Interactions include consulting on a broad range of program offerings and service topics, facilitating philanthropic conversations to understand a donor's goals, and facilitating solutions for very sophisticated transactions and client issues. The Team Lead assists in leadership responsibilities of the team and day-to-day management responsibilities as well as optimizes the client experience as it relates to operations and service to drive happiness, high quality, and efficiency to build long lasting relationships for years to come. Still interested? Read on.

Note : Fidelity is not providing immigration sponsorship for this position.

The work shift for this role is 9 : 00 AM 5 : 30 PM CST, Monday Friday. Flexible start and end times during training period as needed by team are requested.

The Advisor Experience team is a dedicated group of professionals who provide outstanding service while driving ideal solutions and behavior from ultra-high net worth donors and strategic advisor firms, the most sophisticated relationships, and highly valued accounts within Fidelity Charitable! As a member of this diverse team, we serve as the single points of contact for strategic advisory firms which represent billions of dollars in managed DAF assets! These donors and advisory firms have critical relationships across many parts of the Fidelity Enterprise including, personal wealth management (PWM), workplace participant services (WPS / WI), stock plan services (SPS) and with Fidelity Family Office Services (FFOS). A member of our team 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 and skills you bring :

• Bachelor's degree is required and a master's degree is preferred
• Your proficient verbal and written communication skills required
• Minimum 3 years of customer service experience; in a contact center environment is strongly preferred.
• 1 year of direct leadership experience preferred.
• Proven track record of metrics management.
• 2 - 3 years customer service, service operations or UHNW background strongly preferred
• Your very best problem-solving skills with excellent follow through
• Your strong organizational skills, planning and time management
• You can collaborate in a team environment
• You can navigate customer concern remediation
• You can proficiently multi-task in a Windows based environment
• You are proficient in MS products including Word / Excel. Applications used in this role include : FBSI, XTRAC, FDOT, Genesys Telephony, NICE, Salesforce, Zoom, MS Outlook, MS Teams, RepApp, and Xelerate.
• Your flexibility for overtime as requested (especially December Giving Season).

The value you deliver :

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund ('Fidelity Charitable') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits and increased charitable impact of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.

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.

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 Glassdoor Employees' Choice Award, 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 Fidelitywe offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.

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, detailed in this document, 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.

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 accommodations@fmr.com.