Customer Service Representative- Covington, KY

Fidelity Investments, commonly known as Fidelity, is a leading financial services corporation renowned for its commitment to innovation, customer satisfaction, and career development. With decades of experience, Fidelity is a pioneer in investment management, retirement planning, portfolio guidance, and brokerage services. The company is dedicated to empowering individuals to make informed financial decisions and achieve their long-term goals. Fidelity’s widespread global presence and reputation for excellence make it a preferred employer and trusted partner for clients worldwide.

Fidelity is currently implementing a transition to a full-time onsite working model through a careful phased rollout approach that spans different regions and roles. This initiative reflects Fidelity’s commitment to fostering collaboration, enhancing team engagement, and delivering exceptional client service. At present, the role of Customer Service Representative (also known as Customer Relationship Advocate or CRA) requires candidates to be onsite for one entire week (five days) every four weeks. Onsite expectations may continue to evolve as this phased rollout progresses. It is important to note that Fidelity will not provide immigration sponsorship for this position.

The Customer Service Representative role at Fidelity offers a unique and enriching career opportunity aimed at early-career professionals who are eager to grow in the financial services industry. In this role, individuals serve as licensed professionals providing outstanding customer service to Fidelity’s valued clients by answering inbound phone calls and assisting with a wide variety of client needs. This includes processing trade requests, facilitating money movements, supporting online account issues, and offering personalized guidance. The role is tailor-made to develop a broad skill set that supports long-term professional success in the financial services field.

Upon joining the Fidelity team as a CRA, new hires will embark on a comprehensive developmental journey composed of three major milestones. The first milestone is Licensing Preparation, where candidates will prepare to become FINRA Registered Representatives by studying for and obtaining their SIE, Series 7, and Series 63 licenses, all fully sponsored and supported by Fidelity. This phase includes paid study time, access to licensing coaches, and workshop resources designed to maximize the likelihood of success. The second milestone is Skill Development, which focuses on handling increasingly complex customer calls while remaining engaged with team meetings, leadership interactions, and network expansion activities. The final milestone is Proficiency, where representatives apply their confidence and advanced skills to serve customers effectively while exploring diverse career paths through job shadowing and the company’s dedicated career center.

Fidelity seeks candidates who bring not only aptitude but passion for continuous learning, an ability to quickly assimilate and apply new knowledge, and a strong desire to connect with customers through meaningful and solutions-oriented communication. These traits, combined with critical thinking, problem-solving abilities, and comfort with technology platforms, prepare CRAs to excel and advance within Fidelity’s dynamic environment. The team at Fidelity is deeply committed to creating a culture of inclusion, belonging, and diversity, supporting associates with robust benefits and developmental programs that promote work-life balance and personal well-being.