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Fidelity is hiring as new customers and higher call volumes drive growth

Fidelity is hiring as new customers and higher call volumes drive growth
Posted By: Reggie Culpepper on November 29, 2020

Abby Johnson

Chairman and CEO at Fidelity Investments


At Fidelity, we have always believed that delivering a superior customer experience must start with providing the resources and tools to help our associates build a rewarding career. This has been especially critical over the last eight months, as we have had significant growth in new customers and accounts, and existing clients are more engaged than ever before. To help with increased call volumes and our customers’ growing need for in-depth planning conversations, this Fall we announced plans to hire an additional 4,000 customer-facing positions across our U.S. locations.

Fidelity’s innovations in technology and adoption of personalized digital platforms, products, and tools have spurred account growth and increased customer activity. These investments helped us handle the 100% increase in daily web sessions on our retail digital platforms in the third quarter of this year versus the same period last year. However, technology cannot fully replicate a conversation with a customer service representative. Across the financial services industry, customers continue to appreciate the opportunity to talk with a representative to help them navigate their personal situations. In fact, Fidelity’s expansion of digital planning capabilities enabled a 34% increase in the number of retail households that engaged in financial planning interactions during the third quarter of this year compared to Q3 of 2019.

To address the increasing volume of customer interactions, we are hiring thousands of financial advisors, licensed representatives, and customer service representatives. This comes on top of several thousand new client-facing associates we already hired earlier this year. We are also starting to actively recruit 1,000 college students for our 2021 summer internship program, as well as five hundred 2021 graduates to participate in select post-graduate training programs.

We are able to handle this increase in hiring because we have implemented new recruiting and onboarding practices that resulted from our culture of continuous improvement and feedback from new and seasoned associates. We have also enhanced employee benefits to respond to the changing needs of our associates, including new benefits to help caregivers juggle work and family challenges.

If you are passionate about helping others, get excited about innovation, and are customer-obsessed, I hope you will consider a career at Fidelity: https://jobs.fidelity.com/.

#FidelityAssociate

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