Senior Representative, Alternative Investments

The Role: The Alternative Investment Associate is a critical member of the OSG organization. In this role you will be on the phone taking approximately 40-60 inbound calls daily from clients roughly 95% of the day dealing with a range of issues for our customers. The associate will be managing multiple client requests/issues that must be completed within a tight timeframe. The associate will be responsible for monitoring customer adherence to internal guidelines in addition to building and maintaining strong relationships while providing a superior level of customer service. In this position, the associate will be responsible for having the technical expertise to respond to inquiries on a variety of alternative investment issues. The Expertise and Skills You Bring 2+ years of brokerage operations experience or 5+ years related work experience preferred Customer Service experience preferred Alternative Investments experience is a major plus College degree preferred You will possess excellent interpersonal and communication skills (written and oral) to engage with clients and internal partners to provide them with the best service experience You will identify the clients' needs, clarify information, research every issue, and offer the best solutions and/or alternatives available Your strong organizational and time-management skills and ability to prioritize decisions in a fast-moving environment Your ability to take initiatives to work on adhoc projects when required Your ability to work and build strong relationships across different teams within the organization Handling inbound phone calls and emails from clients and assisting them with inquiries regarding AI Products Identifying clients' needs; clarifying information provided; researching their issues and providing appropriate solutions or alternatives to solve their queries Providing clear and concise communication to internal and external business partners Creating lifetime relationships and playing a meaningful role in the customer experience Processing alternative investment transactions as required Tracking and monitoring outstanding issues and providing timely updates to clients The Team Operations & Services Group (OSG) provides superior customer service to Fidelity's Institutional Products Group's businesses through innovation, dedication, and commitment to excellence. With eight operating divisions located throughout the country, OSG provides securities execution, clearance, and information management services to retail, institutional, and correspondent clients. OSG performs tens of thousands over the counter, listed equities, options, bonds, and mutual fund transactions daily. An Alternative Investment (AI) is a highly specialized investment vehicle that is tailored to sophisticated, high net-worth investors and is not traded on any public market. Our Alternative Investments group services all Fidelity lines of business and handles end-to-end operations from onboarding of assets, transactions, reconciliation, and servicing requests. Fidelity's Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles. The base salary range for this position is $44,000-80,000 USD per year. Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors. Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation. We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.