Customer Service Representative

Job Description:

Stock Plan Services is looking for interested applicants who are fluent in English and proficient in Mandarin to join our team in Kronberg, Germany. Naturally, you would already be in possession of a valid working permit for Germany to be considered.

Are you an excellent communicator with an outgoing personality who enjoys helping others? Do you want to be part of a dynamic, growing team of international, multi-lingual stock plan experts and be a contributor to our global expansion? Then join the industry leader in stock plan service administration and play a vital role in delivering outstanding participants' experience!

Be part of a global company that's an industry leader in innovation and invests in you with key product and service offerings, groundbreaking technology, and a world-class platform. We empower professional growth, flexibility and support a culture of diversity and inclusion along with work life balance.

Stock Plan Services (SPS) is a part of Fidelity Management & Research (FMR) Workplace Investing business, providing equity compensation administration services to over 800 multinational corporations. Within those corporations, equity compensation plans are managed and serviced for over 2.8 million employee participants. More than 750,000 of these employees are based outside of the US, receiving administrative support and retail brokerage services from our SPS Center in Kronberg, Germany.

What We Offer

• Competitive salary plus performance-based bonus
• Dynamic Working - a hybrid work model offering with a requirement to work onsite at a Fidelity work location for at least one week per month. These requirements are subject to change.
• A fully equipped welcome package with everything you need to work from home
• An amazing office set amongst the tranquil Taunus Forest
• On-site, subsidized staff restaurant
• Free onsite parking
• Use of private company sports gym
• Free private bus shuttle between the office and Kronberg train station
• Fidelity Employee Pension Plan
• Capital Accumulation Benefits (VWL)

Your Role

• Provide multilingual telephone support to international SPS participants with a variety of plan administration requests and queries
• Provide plan education such as Equity Award, Stock Options, Restricted Stock Units/Awards and Employee Stock Purchase Plan (ESPP) to participants
• Support with website navigation
• Participant account maintenance (address changes, PIN resets, etc.)
• Actively improve processes for you and your team

The Skills You Bring

• Multilingual skills with proficiency in Mandarin as well as being fluent in English (level C1/2, TOEFL 95+ or equivalent)
• Proven customer service, client support and problem resolution skills (preferably in a Call Center metric-oriented environment)
• Financial qualifications or background preferred
• You have robust communication skills
• Comprehensive understanding/interest in the financial services market, economy, and industry trends
• You are an engaging teammate with superior interpersonal skills and a strong ability to empathize with others
• You thrive in a fast paced, ambitious, and evolving team-oriented environment
• You enjoy solving problems and have a keen eye for details

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond.

We invite you to Find Your Fidelity at fidelitycareers.com.

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