Service & Delivery Operations Specialist

Job Description:

Were excited that youre interested in participating in Fidelitys STRIVE program for active-duty service members kicking off September 1 2025. STRIVE SkillBridge Transition Readiness in Innovation Value & Excellence is a comprehensive 3-month program that bridges the gap between military service and corporate readiness by providing formalized skills training business exposure mentorship and professional development.

The Role

Fidelity Charitable is looking for a top notch customer service professional to work in the Service Delivery & Operations team in Westlake Texas.

• Delivering a great customer experience to help strengthen donor relationships via phones and email communication

• Collaborating with internal Charitable business partners to fulfill special handling

• Maintain effective business relationships with Fidelity business partners with whom the position interfaces including OSG Legal Transfer Banking Services TOA Compliance Program Legal Risk and Deliveries

• Employing good sound judgment in decision making or problem resolution

• Ensure daily work meets accuracy standards and is completed in a timely manner with appropriate tracking and escalation of aging items

• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization

• Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting Charitable Investment Advisor Program and Complex Assets

• Coordinate with management to implement expedited delivery requests

• Maintain up-to-date procedures for those functions for which responsible

The Skills and Expertise You Bring

• Bachelors degree

• 2-5 years of Customer Services Financial Services Sales Service Operations or UHNW background required

• 1-3 years of experience in the financial services industry specifically brokerage or investments preferred

• Strong organizational planning multi-tasking and time management skills

• Demonstrated ability to identify and mitigate potential areas of risk set proper expectations and resolve escalated situations effectively

• Proven attention to detail with the ability to learn various processes and products from beginning to end

• Effective verbal and written communication skills

• Well versed in data analytics capabilities and tools (e.g. Excel PowerPoint Tableau)

• Working knowledge of Fidelity systems (e.g. FBSI XTRAC RepApp Advent APX Salesforce) a plus

• Strong knowledge of fact-finding and effective questioning techniques

• Ability to ask the proper questions and identify the root cause associated with a given problem

• Skill to integrate facts and past experiences to identify alternative solutions

• Exceptional work ethic

• Ability to foster extraordinary relationships with both external and internal parties

• Ability to prioritize and manage multiple tasks and shift focus quickly based on risk/business need

• Team player with the ability to influence without authority

The Team

The Fidelity Charitable organization develops next-generation technology that directly impacts how our customers accomplish their philanthropic goals.

As a member of the team youll help us craft and influence creative solutions that meet not only functional but also performance scalability and reliability requirements.

Certifications:

Category:

Fidelitys hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days M-F) in a Fidelity office.

Please be advised that Fidelitys business is governed by the provisions of the Securities Exchange Act of 1934 the Investment Advisers Act of 1940 the Investment Company Act of 1940 ERISA numerous state laws governing securities investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations including FINRA among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.