Fido
Do you feel as though you are up for the challenge of the licensing process?
Absolutely! I believe I am well-prepared and up for the challenge of the licensing process. I am highly motivated to expand my knowledge and skills in the financial industry, and obtaining the necessary licenses, such as the Series 7, is an integral part of that journey. I am confident in my ability to study diligently, leverage available resources, and seek support from mentors and coaches to successfully navigate the licensing process and achieve the required qualifications. I embrace challenges as opportunities for growth, and I am excited to demonstrate my dedication and commitment to achieving success in this aspect of my career.
What motivates you as a top performer and how are you set apart?
As a top performer, I am motivated by the opportunity to make a meaningful impact and achieve outstanding results. I strive for excellence in everything I do and consistently challenge myself to exceed expectations. What sets me apart is my relentless drive for continuous improvement, my ability to adapt to new situations and challenges, and my strong work ethic. I am proactive, resourceful, and always seeking innovative solutions to deliver exceptional outcomes. Additionally, my commitment to ongoing learning and personal growth allows me to stay ahead of the curve and consistently bring fresh perspectives and ideas to the table.
Describe a time when you went above and beyond the call of duty?
As a worker at JumpStreet Indoor Trampoline Park, I had an opportunity to go the extra mile for a customer and ensure their satisfaction. There was a family who had booked a birthday party for their child at our trampoline park. Unfortunately, on the day of the event, there was an unexpected issue with one of our party rooms as the lights were not working at all. The family was understandably disappointed and frustrated by the situation. Understanding the importance of making the child's birthday special, I took immediate action. First, I apologized to the family for the inconvenience and assured them that I would personally resolve the situation. I quickly reached out to my manager and explained the issue, seeking their guidance on how to proceed. To make things right, I decided to offer the family an alternative party room upgrade at no extra cost. I coordinated with the other staff members to prepare the upgraded room with decorations and amenities to create a memorable experience for the birthday child and their guests. I personally supervised the setup to ensure everything was perfect. The family was pleasantly surprised and appreciative of the upgraded party room. They expressed their gratitude for going above and beyond their expectations. The child and their friends had a fantastic time, and the parents commended our dedication to customer satisfaction. Overall, This experience reinforced the importance of taking ownership of challenges and finding creative solutions. It taught me that by proactively addressing issues and offering alternatives, we can turn a potentially negative situation into a positive and memorable one for our customers. Going above and beyond not only satisfies customers' needs but also strengthens their trust in our services.
why is customer service important for a company?
Customer service is vital for a company as it directly impacts customer satisfaction, loyalty, and the overall reputation of the business. Exceptional customer service creates positive experiences, builds strong relationships, and fosters customer loyalty, leading to repeat business and referrals. It also helps in resolving issues promptly, reducing customer complaints, and improving brand perception. Ultimately, prioritizing customer service demonstrates a company's commitment to meeting customer needs and ensures long-term success in a competitive market.
Tell us about a time that you used zoom to connect with people.
During a recent group project for school, we faced the challenge of coordinating our efforts and collaborating effectively despite being physically located in different areas. To overcome this obstacle, we decided to leverage Zoom as our primary communication tool. We scheduled regular Zoom meetings to discuss project updates, assign tasks, and share ideas. The platform allowed us to see and hear each other in real time, making our virtual meetings feel more personal and interactive. We utilized features like screen sharing and virtual whiteboards to enhance our collaboration and visual representation of concepts. The convenience and flexibility of Zoom allowed us to overcome the barriers of distance and time zones, enabling us to work collaboratively and efficiently. Through this experience, I recognized the power of technology in connecting people and facilitating productive collaboration.
What have you heard that isn't good about fidelity?
During my research and conversations, I have heard some feedback regarding longer wait times to reach customer service representatives at Fidelity. However, I understand that the company is continuously working to improve and optimize its customer service operations. As with any large organization, occasional challenges may arise, but I am confident in Fidelity's commitment to addressing and resolving these issues promptly. Overall, the positive aspects of Fidelity, such as its strong reputation, comprehensive financial services, and commitment to employee and client satisfaction, greatly outweigh any potential concerns. I am excited about the opportunity to contribute to Fidelity's mission and provide exceptional service to its customers.
Share a time when you gave great customer service
During my time at Jumpstreet, an indoor trampoline park, a customer approached me with a concern regarding their birthday party reservation. They had mistakenly been double-booked for the same time slot. Task: As part of my role, I was responsible for providing outstanding customer service and resolving issues promptly. Action: I immediately empathized with the customer's frustration and assured them that I would find a solution. I thoroughly reviewed their reservation details and confirmed the error in our booking system. To address the issue, I took the initiative to personally coordinate with the party planner, ensuring the availability of a new date and time that suited the customer's needs. I provided clear communication to the customer throughout the process, keeping them informed of the steps being taken to rectify the situation. During the rescheduled party, I went above and beyond to make the experience special for the customer. I arranged for additional decorations, ensured their preferred activities were available, and offered complementary services to compensate for the inconvenience they had faced. Result: By swiftly resolving the double-booking issue and providing personalized solutions, I turned a potentially disappointing situation into a positive and memorable experience for the customer. They expressed their gratitude for the exceptional customer service they received and left Jumpstreet satisfied.
Describe a time when you could have helped a customer better?
During my time at Jumpstreet, there was an instance where I could have better assisted a customer. A family had visited our facility, and they had some questions about the available activities and safety guidelines. While I explained to them the necessary information, I realized afterward that I could have gone the extra mile to ensure they had a more enjoyable experience. Looking back, I could have taken the initiative to offer a brief tour of the facility, highlighting the various attractions and emphasizing safety measures. This would have given the family a better understanding of what to expect and alleviated any concerns they may have had. Additionally, I could have provided them with suggestions on how to make the most of their visit, such as recommending specific activities based on their preferences and age groups.
Why this position?
I am drawn to this position because of the tremendous growth and development opportunities it offers. Through my research, I have learned that employees in this role have gained a great deal of confidence and expertise, which is something I aspire to achieve. I am excited about the prospect of honing my customer service skills, expanding my knowledge in the financial industry, and providing valuable assistance to clients. Furthermore, the positive feedback and testimonials from current employees have solidified my interest in this position, as it reflects a supportive and empowering work environment. Overall, I believe this role aligns perfectly with my career goals and presents a rewarding opportunity for professional growth.
Why do you want this role?
I am genuinely excited about this role because it aligns with my passion for helping people and providing exceptional customer service. I find fulfillment in being able to assist individuals and address their needs effectively. Additionally, the extensive career growth opportunities available in this position, along with the comprehensive benefits package offered by Fidelity, make it an ideal fit for my long-term professional goals. I am eager to contribute my skills, grow within the company, and make a positive impact on both customers and the organization.
Why do you like fidelity?
I appreciate Fidelity for several reasons. Firstly, Fidelity's commitment to making financial expertise accessible to everyone resonates with me. I believe in the power of financial knowledge and its ability to transform lives. Secondly, Fidelity's emphasis on career development and growth is impressive. The company offers endless opportunities and career paths, which aligns with my desire to continuously learn and advance in my professional journey. Lastly, Fidelity's dedication to the well-being of its employees, as evident through their comprehensive benefits and support programs, demonstrates a genuine concern for the physical, financial, and emotional well-being of its workforce. Overall, Fidelity's values, growth opportunities, and employee-centric approach make it a company that I am genuinely excited to be a part of.
What do you expect from your supervisor/manager?
I believe effective communication, guidance, and support are crucial aspects of a supervisor or manager's role. I expect my supervisor/manager to provide clear expectations, set goals, and provide constructive feedback to help me grow and improve. I value a supportive and collaborative working environment where I can seek guidance and clarification when needed. Additionally, I appreciate a supervisor/manager who recognizes and appreciates hard work and offers opportunities for professional development and career advancement. Ultimately, I believe a strong working relationship with my supervisor/manager fosters a positive and productive work environment.
How do you best participate on a team?
I believe that effective team participation involves active engagement, open communication, and collaboration. I strive to contribute my ideas and insights while also valuing and respecting the perspectives of others. I am a good listener and make an effort to understand different viewpoints and incorporate them into the team's discussions and decision-making processes. I am reliable, accountable, and always ready to offer my support and assistance to fellow team members. By fostering a positive and inclusive team environment, I aim to promote synergy, maximize productivity, and achieve shared goals.
Tell us about a time you received good customer service?
I had an exceptional experience with customer service when I recently purchased a laptop from a renowned electronics store. After a few weeks of using the laptop, I encountered a technical issue that rendered it inoperable. I reached out to their customer service department, and they promptly responded with great professionalism and attentiveness. The representative patiently listened to my issue and assured me that they would assist in resolving it. They quickly identified that the problem required in-store servicing, and they scheduled an appointment for me at the nearest service center. During the appointment, the technicians efficiently diagnosed and repaired the laptop, ensuring it was fully functional again. What stood out about this experience was the company's commitment to resolving the issue promptly and their proactive approach in providing a seamless customer service experience. From the initial contact with the customer service representative to the efficient repair process, I felt valued and supported throughout the entire interaction. This positive customer service experience not only resolved my issue effectively but also instilled a sense of trust and loyalty towards the company. It demonstrated their dedication to customer satisfaction and their willingness to go above and beyond to rectify any problems. It serves as a reminder of the importance of delivering exceptional customer service and the lasting impact it can have on customer relationships.
Why Fidelity and not Charles Schwab across the street?
I want to work at Fidelity because it offers a wide range of benefits that promote the well-being of employees and their families. Fidelity also has lots of opportunities for career development and growth, allowing employees to explore various career paths within the company. Fidelity's commitment to making financial expertise accessible aligns with my passion for helping clients achieve their financial goals. Lastly, has been ranked a top ten place to work for new grads 2 years in a row by Forbes, which shows the company's supportive and rewarding work environment.
What to do when a customer is upset about their situation with their money?
I would approach the situation with compassion and understanding. I would offer a listening ear, allowing the customer to express their emotions, and assure them that I am here to help. I would then proceed to analyze their portfolio, provide a clear explanation of the market conditions, and offer potential strategies to mitigate losses or regain stability. Throughout the conversation, I would provide reassurance, guidance, and personalized support to help the customer navigate their financial situation with confidence and empower them to make informed decisions. I wouldn't provide specific investment advice. Instead, I would focus on empathizing with the customer and addressing their concerns within the scope of my role. In the given scenario, if a customer calls me and starts crying because they are down a lot of money from their stocks, I would offer a supportive ear, express understanding of their distress, and reassure them that I am committed to assisting them. I would then provide general information about market fluctuations, explain the importance of diversification and long-term investment strategies, and offer to connect them with a licensed financial professional who can provide more specific guidance based on their individual circumstances. My goal would be to provide emotional support, help them understand the broader market context, and direct them to appropriate resources for further assistance.
Where did you see yourself in five years?
In five years, I envision myself as a seasoned financial advisor, leveraging my expertise to guide clients towards their financial goals and helping them navigate the complexities of the financial world. Additionally, I have a strong desire to combine my passion for finance with my love for travel. I believe that experiencing different cultures and exploring diverse financial markets can provide valuable insights and perspectives that can enhance my advisory capabilities. Whether it's meeting with international clients or attending global conferences, I aim to embrace opportunities that allow me to broaden my horizons and gain a global perspective within the realm of finance. Ultimately, my goal is to make a positive impact on the lives of my clients by helping them achieve financial security and attain their dreams.
Share a time you received feedback from a supervisor and the action and results from that feedback.
Situation: As a lifeguard at a busy public pool on the 4th of July, I received feedback from my supervisor about a decrease in vigilance due to the high number of swimmers. Task: I needed to appreciate the feedback, identify areas for improvement, and find a practical solution to maintain vigilance amidst the chaotic situation. Action: I expressed gratitude to my supervisor, requested specific examples, and developed a rotation system with the other lifeguards. This allowed us to consistently patrol the pool deck and water, ensuring a higher level of vigilance and reducing stress. Result: The implemented rotation system improved vigilance throughout shifts and fostered teamwork among the lifeguard staff. I learned the value of feedback, embraced growth opportunities, and developed effective stress management strategies.
What was one time you had to say 'no' to someone?
Situation: As a lifeguard, I was assigned to oversee a rented pool during a graduation party. Task: Ensure the safety of the party attendees and maintain a secure environment. Action: While monitoring the weather conditions, I noticed approaching thunder and lightning, which posed a significant risk to swimmers. Following the established safety protocols, I made the difficult decision to temporarily close the pool and restrict access until the weather improved. I approached the party organizer, explained the situation, and emphasized the importance of prioritizing the safety of everyone present. Result: Although some party attendees expressed disappointment and frustration, I remained firm in prioritizing their safety. By effectively communicating the situation and offering suitable alternatives, I ensured the well-being of the guests while maintaining a positive and professional atmosphere. Learning: This experience taught me the importance of making difficult decisions when necessary, even if they may disappoint others. It reinforced the significance of prioritizing safety above all else and maintaining open communication to mitigate any potential misunderstandings.
How did you handle feedback you didn't agree with?
Situation: During a school project, I was tasked with exploring various business alternatives for a company, and I chose Microsoft, specifically focusing on the Xbox platform as a potential opportunity. Task: I had to handle feedback from my professor, who disagreed with my viewpoint and believed that the gaming industry was a dying industry. Action: I respectfully listened to my professor's feedback, acknowledging their perspective. However, I firmly believed in the potential of the gaming industry and the Xbox platform. To address the feedback, I conducted additional research to gather supporting evidence and industry trends that demonstrated the growth and potential of the gaming industry. I compiled this information and prepared a well-reasoned argument to present my viewpoint. Result: I scheduled a meeting with my professor to discuss the feedback and shared my research findings and analysis. We engaged in a thoughtful conversation, exchanging insights and exploring different viewpoints. While we didn't entirely agree, the discussion allowed us to gain a deeper understanding of each other's perspectives and develop mutual respect. I incorporated some of the alternative viewpoints presented by my professor into my project, showcasing my ability to consider diverse perspectives while maintaining conviction in my own beliefs. This experience highlighted my ability to handle differing opinions with professionalism, conduct thorough research, present compelling arguments, and engage in constructive dialogue to find common ground.
Tell me about a time you had to be flexible/handle a challenging situation?
Situation: During my time at Jumpstreet, we encountered an unexpected situation when a large group of customers arrived for a special event, but due to an unforeseen maintenance issue, one of our main attractions was temporarily unavailable. Task: As part of the staff, my role was to manage customer expectations and find a suitable solution to ensure their overall satisfaction. Action: I quickly assessed the situation and realized that communication was key. I informed the customers about the maintenance issue and apologized for the inconvenience. I reassured them that we were actively working on resolving the problem. Result: Despite the initial disappointment, most customers appreciated the transparency and understanding. I offered alternative activities and attractions to keep them engaged and entertained while the issue was being resolved. By adapting to the situation and providing a positive experience, we were able to salvage the day for our customers and maintain a good reputation for Jumpstreet. Key Takeaway: This experience taught me the importance of remaining flexible and adaptable in challenging situations. It reinforced the significance of effective communication and problem-solving skills to manage unexpected obstacles. By staying calm and finding creative solutions, I was able to turn a potentially negative situation into a positive one, enhancing customer satisfaction and maintaining a positive image for the company.
Tell me about a time where you had to deescalate a dissatisfied customer and how did you resolve the problem.
Situation: I encountered an angry customer at Jumpstreet who was very frustrated because he felt like he spent too much money and wasn't enjoying his time there. Task: My task was to deescalate the situation and find a resolution. Action: I approached the customer calmly, listened attentively to their concerns, and offered a genuine apology. Taking ownership of the issue, I identified the problem and provided customized solutions such as a refund and walked him around the facility and showed him all the possible ways he could enjoy himself. I remained patient and flexible throughout the process. Result: The customer's anger decreased, and they appreciated the personalized options. They left ended up having a great time and left Jumpstreet with a positive impression and even returned to the park later.
What is diversity to you
To me, diversity is the recognition and appreciation of the unique qualities, backgrounds, perspectives, and experiences that individuals bring to a group or organization. It goes beyond visible differences such as race, gender, and age, and encompasses diverse thoughts, beliefs, cultures, abilities, and more. Embracing diversity means creating an inclusive environment where everyone feels valued, respected, and empowered to contribute their full potential. It promotes creativity, innovation, and a broader understanding of the world, leading to better decision-making and a stronger sense of unity among people from different walks of life.
Describe a situation where you overcame an obstacle?
Situation: While working at Jumpstreet, I encountered an obstacle when the computer system crashed, disrupting our ticketing and check-in process. Task: My task was to quickly find a solution and ensure a smooth operation with minimal inconvenience to customers. Action: I promptly notified the management about the system crash and initiated a backup plan. Collaborating with the team, we manually processed ticket sales and check-ins using paper forms. We adapted efficiently, maintaining accuracy and providing excellent customer service. Result: Despite the system crash, we successfully continued operations and minimized customer disruptions. Clear communication and the implementation of our backup plan ensured a seamless experience. Once the system was restored, normal operations resumed.
What did you learn regarding getting the SIE license?
Studying for the SIE license required disciplined self-study and dedication. It taught me the importance of time management and effective study techniques to absorb and retain complex information. I also developed strong analytical and problem-solving skills by applying the concepts I learned to practice questions and scenarios.
Why should we hire you
You should hire me because I bring a unique blend of customer service expertise and a deep passion for finance to this role. With my prior experience in providing exceptional customer service, I have honed my interpersonal skills, problem-solving abilities, and the ability to handle customer inquiries effectively. Additionally, my genuine passion for finance has driven me to expand my knowledge and stay up-to-date with industry trends and developments. I am committed to leveraging my financial acumen to provide tailored solutions and guidance to customers, helping them achieve their financial goals. By hiring me, you gain a dedicated team member who not only excels in customer service but also brings a genuine enthusiasm for finance, making me a valuable asset to your organization.
What do you know about this position
The Customer Relationship Advocate (CRA) position at Fidelity Investments offers a unique career development experience. As a CRA, you will provide support to customers by taking inbound calls and assist them with various needs such as account inquiries, fund transfers, and trade placements. In addition to serving customers, the role provides personalized support, training, and mentorship over the first 18 months. You will have the opportunity to obtain FINRA licensing, engage in skill development, and explore diverse career paths within Fidelity. The position offers competitive benefits and salary, and a comprehensive growth-focused environment.
What do you know about the series 63
The Series 63 exam is a regulatory licensing exam administered by the Financial Industry Regulatory Authority (FINRA). It assesses individuals' knowledge of state securities regulations and laws governing the sale of securities. Passing the Series 63 exam demonstrates a candidate's understanding of compliance and ethical standards necessary for conducting securities business within a specific state. It is often required for individuals involved in securities sales, such as investment advisors and broker-dealer representatives, to ensure compliance with state-specific regulations. 60 questions, 75 mins
What do you know about the series 7
The Series 7 exam is a licensing examination administered by the Financial Industry Regulatory Authority (FINRA). It is designed to assess the competency of individuals seeking to become registered representatives or stockbrokers. Successful completion of the Series 7 exam demonstrates knowledge and proficiency in various areas, including securities products, investment strategies, and regulatory requirements. It is a crucial qualification for professionals working in the financial services industry, enabling them to engage in securities transactions on behalf of clients. 135 items, just under 4 hours
Tell me about a time you were proud of yourself.
There was a time when I decided to take the Securities Industry Essentials (SIE) exam. I was determined to succeed, so I dedicated countless hours to studying and preparing. I sought support from my professor and friends who had experience in the field, and their guidance proved invaluable. When I turned in the exam and found out I had passed on my first attempt, I felt an immense sense of pride and accomplishment. It was a testament to my hard work, determination, and the support system I had built around me.
What qualities do you have that will help you in this role?
What qualities do you have that will help you in this role? In this role, I bring several qualities that I believe will contribute to my success. Firstly, I am highly customer-focused and committed to providing exceptional service. I am attentive, patient, and empathetic, which allows me to understand and address customer needs effectively. Additionally, I am a strong communicator and possess excellent interpersonal skills, enabling me to build rapport and establish positive relationships with both customers and colleagues. I am also detail-oriented, organized, and capable of managing multiple tasks efficiently, ensuring accuracy and timely completion of responsibilities. Lastly, my adaptability and willingness to learn allow me to quickly grasp new concepts and adapt to changing circumstances, which are vital in a dynamic customer service environment.
What is your process when studying for an exam with a lot of content?
When studying for an exam with extensive content, I create a structured study schedule, break down the material into manageable sections, and actively engage with the content through summarization and visualization. I also practice with sample questions and prioritize areas that need more attention. Taking care of my well-being is essential, including getting rest, exercising, and maintaining a balanced lifestyle. This comprehensive approach ensures I am well-prepared and confident for the exam.
Do you have any concerns about the certification exams?
While I recognize that certification exams can be challenging, I do not have any significant concerns. I am confident in my ability to prepare effectively through diligent studying, leveraging available resources, and seeking support from mentors and colleagues. I understand the importance of these exams in demonstrating my knowledge and competency in the field, and I am fully committed to dedicating the necessary time and effort to succeed. With a structured study plan, focus, and determination, I am confident in my ability to pass the exams and obtain the certifications required for this role.
Explain your experience with customer service
While my experience as a lifeguard did not involve direct customer service in the traditional sense, it provided me with valuable insights and skills that are applicable to customer service roles. As a lifeguard, I interacted with visitors, ensuring their safety, and addressing any concerns or questions they had. This required excellent communication, patience, and the ability to remain calm under pressure. I learned the importance of attentiveness, empathy, and providing prompt assistance to enhance the overall experience for customers. Though the context may be different, the principles of customer service, such as prioritizing satisfaction and building positive relationships, are universal. In addition to my experience as a lifeguard, I also worked at Jumpstreet, an indoor trampoline park, where I directly engaged with customers in a customer service capacity. As a team member at Jumpstreet, I greeted and assisted customers, addressed their inquiries and concerns, and ensured they had a positive experience throughout their visit. I actively listened to their needs, provided guidance on safety procedures, and helped them navigate the facility. By delivering friendly and attentive customer service, I contributed to creating a welcoming and enjoyable environment for all patrons at Jumpstreet.
Tell us about a time when you experienced a problem you didn't know how to solve.
While working at Jumpstreet, I encountered a problem when I noticed several missing springs on one of the trampoline structures. Task: My task was to address the issue and ensure a safe and enjoyable experience for customers, even though I had limited technical knowledge regarding trampoline maintenance. Action: I immediately alerted my supervisor about the missing springs and took responsibility for resolving the situation. I engaged with customers, apologized for the inconvenience, and provided alternative activities to keep them entertained while awaiting repairs. I communicated the progress to customers and assured them that their safety was our top priority. Result: The customers appreciated my quick response and efforts to ensure their enjoyment despite the issue. Maintenance personnel promptly replaced the missing springs, and the trampoline structure was soon back in operation. This experience showcased my ability to handle unexpected problems, prioritize customer safety, and maintain a positive atmosphere.
What does world class customer service look like to you?
World-class customer service, to me, means delivering personalized experiences, being responsive and proactive in addressing customer needs, and consistently exceeding expectations. It involves showing empathy, providing expert knowledge, and continuously striving to improve the customer experience to build long-lasting relationships.
Why did you choose finance?
chose finance as my career path because of the early exposure and education I received from my parents. From a young age, they instilled in me the importance of financial responsibility, budgeting, and investing. This upbringing sparked my curiosity and passion for finance, which has stayed with me throughout my life. As I delved deeper into the subject, I discovered the profound impact that finance has on individuals, businesses, and the overall economy. I found joy in unraveling the complexities of financial markets, analyzing investment opportunities, and helping others make informed decisions about their money. In addition to my personal interest, I am drawn to finance because of its potential to make a meaningful difference in people's lives. By providing sound financial advice, I can empower individuals and families to secure their future, navigate economic uncertainties, and achieve financial freedom.
How would you handle a situation when a client gets mad at you?
it is essential to remain calm and empathetic. Active listening: I would attentively listen to the client's concerns without interrupting, allowing them to express their frustrations fully. This demonstrates that I value their perspective and want to understand their issue. Empathy and understanding: I would acknowledge the client's emotions and validate their feelings. By showing empathy, I can establish a connection and let them know that I genuinely care about resolving the issue. Apologize and take ownership: I would offer a sincere apology on behalf of the company, taking responsibility for any mistakes or misunderstandings. By accepting ownership, I show the client that their concerns are being taken seriously. Find a solution: I would actively work with the client to find a resolution that meets their needs. This may involve asking questions to gather more information, exploring possible alternatives, or offering appropriate compensation or remedies. Keep communication professional: It's important to maintain a professional demeanor and avoid taking things personally. I would remain calm, focused, and respectful throughout the conversation, refraining from responding with anger or defensiveness. Follow up and follow through: Once a resolution is agreed upon, I would ensure that the necessary actions are taken promptly. I would also follow up with the client to confirm their satisfaction and address any additional concerns they may have.
