Fidelity Questions
How will you adapt to a scheduled environment?
I do not have any problems with a very scheduled environment. I believe when a company is as big as Fidelity, it's extremely important to have everything detailed out to keep it fine tuned and keep the company as efficiently running as possible
Skills and abilities
The soft skills and abilities I can bring are not only through customer service but also by having the capability to adapt to a fast-changing environment and being able to work well with other through the use of emotional intelligent. I'm also very flexible and positive when under pressure. I believe I am a great motivate for others around me and always open to learn new things with punctuality in mind.
How did you prepare for this interview?
-The first thing I did was go to Fidelity.com and browse the website to get a better feel for the company. I was able to read about the different service Fidelity provides for its customers and I was able to find more information on the core Values of Fidelity.-I also spent time reviewing behavior based questions and thought about examples from my previous experiences that would help answer potential questions an interviewer would ask me.-Finally i had some family and friends run through a mock interview with me. I was critiqued from them on my answers, my demeanor and things like body language and getting comfortable in an interview setting.
Tell me a time when you had to go above and beyond for a customer
A time I went above a beyond for a customer was when a customer called in asking for the SKU code for a product. I went and search for it in our Knowledge base/inventory but was not able to find anything, I've then reached out to my peers and supervisor but to no avail. It turns out we didn't support the product and I informed the customer of that information while on the phone with him I decided to ask for more information about the product and was able to find the common SKU used for it by googling it. And I informed the customer of my findings and they were happily on their way. and that was a time I went above a beyond for a customer
Tell me about a time that you managed multiple priorities
A time that I manage multiple priorities is working my previous job at Teksystems. I would be taking calls, chats, and clear intake. I learn how to have_call_control and make time to TAKE a call and a chat at the same time. and in my free time, I spend clearing backlog/email support. Knowing what to do and when to do it is how I manage multiple priorities
What separates you from others interviewing today?
-I believe that I am more prepared than others interviewing today. This job is my number one choice and I really wish to start a long career here at Fidelity. I am incredibly motivated, and am very excited at the prospect of getting this job. I really wish to work for this company. -I feel another thing that separates me is how much I stress customer service. I feel by far the most important part of this job is that the customer is satisfied and I am able to solve the problem they are calling about. -I know that one of the core values of Fidelity is customer service, and that is something I strongly agree with. I feel this job aligns with my values better than just about anyone. It really is a perfect fit.
About Fidelity
-one of the largest mutual fund and financial services groups in the world, with over $1 trillion dollars in assets under management. It was founded by Ned Johnson II in 1946 base in Boston. Fidelity offer a wide range of services such as retirement planning, life insurance services, investment management, and many others
What do you know about the series 7 and 63?
A general securities registered representative license administered by the Financial Industry Regulatory Authority -entitles the holder to sell all types of securities products with the exception of commodities and futures. -The bulk of the Series 7 exam focuses on investment risk, taxation, equity and debt instruments, packaged securities, options, retirement plans, and interactions with clients such as account management. -In order to take the Series 7 exam, a candidate must be sponsored by a financial company that is a member of FINRA or a self-regulatory organization (SRO). -250 Questions, 6 hour time limit, need at least a 70% to pass -A securities license entitling the holder to solicit orders for any type of security in a particular state. -determine an applicant's knowledge and understanding of state law and regulations. -60 Questions exam, need a 72% to pass
A professional goal I've achieved in the workplace
A professional goal I've achieved in the workplace is obtaining the best customer satisfactory scores out of my peers from my customers, to obtain this goal, I do my absolute best to make my customer's feel that,I care what is best for them and let them know that I'm willing to help them achieve their goals.
Tell me about a time you accomplished something in a group
A time I accomplished something in a group is when my team resolved over 1,000 intakes/backlogs from customers within a day. With a team of 20 other people, we've divided up the task base on our strengths such as support questions, password reset and business services.
Tell me a time when you were not able to help someone
A time I was not able to help someone was when a customer called asking for a manager with no other request. They didn't ask for any further assistance nor want any from me. However, I know the manager is unavailable and wouldn't be for the remainder of the day, which I informed the customer. I told the customer I can leave a note for the manager to contact them back ASAP with their name and phone number. and then he accepted. and that was a time where I wasn't able to help someone get in contact with a manager that day, but was able to have someone follow up on him later
Can you think of a time when you provided excellent customer service? What did to you do and how did you know it was well received?
A time that I provided World Class customer service was when I work as a technical support rep. I had a client call in asking for a password reset for a LDAP account which is for their portal login but from his tone he didn't sound too sure, I stayed patient with the user and asked targeted questions to narrowed down the issue, and it turn out that they were having trouble logging into their PC. from my experience if you're having trouble logging into your PC it is Active Directory password reset and I told that customer that information and reset the correction password. This saved the customer's time from calling in again and having to do another password reset for both accounts I knew it was well received because the customer Thank me for saving their time from having to call back and I've received a Great survey from them the following week. This is a time where I provide WORLD CLASS customer service and what made this situation stand out was the customer acknowledging me saving his time and receiving a great survey from them.
Why aren't you working in IT anymore
Because I want to make a bigger impact on people's lives then just fixing hardware and software issues for people and I feel that I can do that as a financial customer associate
Explain why your background and experience would be a good fit for this job.
Because of the experience that I have in Customer service and being able to take ownership of my customer's inquiry and me being involved in the markets myself make me feel that I will have a great chance of connecting with my customers because I understand what they are wanting and needing
What is your idea of excellent customer service. / How would You define world class customer service?
I believe exceptional customer service is when the worker takes ownership of the situation, applies the principles and values of their company, and follows up on their service.
Can you give an example of when you received world class customer service?
I went to apply for credit card a few weeks ago. The women who helped me walked me through the process and explained the different types of rewards I could get depending on which card I chose. She was very friendly and was very thorough with her explanations, and I felt that she genuinely cared about helping me make the right decision. Finally, she gave me her work number and told me if I had any questions or concerns to call her. I was glad that she was already offering to follow up before I had even received the card.
Tell me a bit about yourself.
Ill start from the beginning, I Graduated from the University of Texas at Arlington, in 2018. From there I was able to work for a company call ECI software solutions and I help support mom and pop hardware company and also major retailer such as Ace hardware in regards to their POS After I was able to find a job at teksystems troubling shooting hardware and software issues for companies ranging from Otis elevators to collins aerospace and Raytheon technology. Then I was contracted again for TEKsystems short term to help support the PPP loans for small business through bank of America as a consultant by guiding customers on their applications for counting loan processing. Then my contract ending abruptly which leads me to now, I currently help my dad with his HAVC company, during the pandemic our business was hurting because we didn't have enough workers so I step in to help but now since it back up and running my dad no longer in need of my help. He wants me to pursue my passion which is working in customer services Which leads me to now the present, looking for a job within fidelity and that s a lil bit about myself.
What are some of your strengths and weaknesses?
One of my strengths is being able to read the room and understand what people are wanting using targeted questions and emotional intelligent. And one of my weaknesses is having tunnel vision I used to like to work on one project at a time until completions but I've learned to work on many things at the same time and I think it allows me to be more creative and efficient Because I learn not everything is a straight path. And You gottta sometimes take those twist and turns before reaching your goals.
Why do you want to be a financial Customer associate? / Tell me what it is about this particular position and about Fidelity that got you interested in pursuing this as your next potential career move?
One of the factors was the ability to help people with their financial needs as a Financial Customer Associate. With the pandemic leaving many people financially unstable, I want to be able to use my skills to aid customers with their problems. The amazing training and benefits provided at Fidelity is hard to pass on. It will not only give me a chance to grow as a person but also help me advance my career because of its growth potential. ...These are the reasons why I choose Fidelity as my next potential career move.
