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Customer Service Representative in Durham, NC at Veritude

Date Posted: 12/25/2018

Job Snapshot

  • Employee Type:
  • Location:
    Durham, NC
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

We are hiring Customer Service Representatives within the Health and Welfare  organization at Fidelity Investments in Durham, NC

Pay is $17 per hour

This Class is scheduled to start on August 8th

Monday – Friday, 40 hours per week (Must have open availability from 8am- 8pm)

Imagine having the chance to service and communicate with customers about their critical, life events!  Each day you could have a positive impact on Fidelity’s customers as a Service Specialist, helping customers resolve their questions related to Health and Insurance.

Fidelity Investments, the largest mutual fund company in the United States is one of the world’s largest providers of financial services. As a major benefits outsourcer servicing Fortune 500 companies, Fidelity Investments is looking for individuals who are passionate about assisting people with their Health and Insurance inquiries.

Fidelity’s Customer Service Associates are the primary point of contact for customer inquiries regarding their Health and Insurance Benefits.  The Customer Service Associate needs to take personal responsibility for identifying customer needs and responding in a timely manner, while providing a high value customer experience.

Responsibilities include:

  • Answering customer inquiries with a professional attitude and manner while adhering to measurable departmental goals.
  • Processing transactions accurately.
  • Effectively utilizing and navigating internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships.
  • Actively participating in Quality Improvement Process
  • Demonstrating excellent call handling skills, patience and respect with complex and non-complex calls
  • Establishing rapport with customers, making them feel unique and valued.
  • Completing Client Benefit/Insurance Plan Training and ongoing education and learning.
  • Defining a problem clearly and escalating concerns appropriately when necessary.
  • Understanding that CSA’s are  “Fidelity’s Voice to Our Customers”.

Personal Talents Needed:

  • Ability to identify actions necessary to complete tasks and obtain results.
  • Positive and constructive view of working with others.
  • Ability to listen to and work with a wide range of customers with a wide range of diverse challenges to achieve “win-win” outcomes.
  • Learn quickly and retain information to assist with decision making.
  • Be able to display empathy.
  • Excellent communication skills both written and verbal.
  • Multi-tasking (able to talk and research at the same time).
  • Punctuality.
  • Display organizational skills.
  • Exceptional detail orientation.
  • Take personal accountability for acquiring the expertise, knowledge and information to effectively solve customer’s issues.
  • “Of service” attitude towards others.


  • Bachelor’s degree or equivalent work experience preferred.
  • One — two years of customer service experience, preferably in the Health & Insurance industry, human resources, or benefits administration.
  • Personal computer fluency required: Windows Office and web-based applications experience preferred.
  • Experience in a high volume call center environment would be beneficial — not essential.
  • Flexible schedule; between the hours of  8:00 am and 8:00 pm


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