Customer Services Representative II- Digital Assets

4 weeks ago

Dublin, Dublin City, Ireland Fidelity Investments Full time

Customer Services Representative II- Digital AssetsCustomer Services Representative II- Digital Assets

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Job Description

Customer Services Representative II- Digital Assets

12 month Fixed Term Contract

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.

Job Description

Customer Services Representative II- Digital Assets

12 month Fixed Term Contract

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 Asset 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 a 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 FDAS 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

About

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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Customer ServiceSeniority level

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