Top Fidelity Investments Customer Relationship Advocate Interview Questions and Answers

Fidelity Investments is one of the largest financial services companies in the world. With over $11 trillion in assets under administration, Fidelity offers investment management, retirement planning, portfolio guidance, brokerage, and other financial products and services to more than 40 million customers globally.

If you have an interview coming up for a Customer Relationship Advocate role at Fidelity Investments, proper preparation will be key to standing out amongst the competition. In this comprehensive guide, we will overview the Fidelity hiring process, explore the types of questions asked during customer relationship advocate interviews, and provide sample answers to help you ace your interview.

Overview of the Fidelity Hiring Process

The typical hiring process at Fidelity Investments consists of:

• Initial online application and screening
• One or more phone interviews
• In-person interviews at a local Fidelity office
• Background and reference checks
• Final offer

The number of interviews varies depending on the customer relationship advocate role you are applying for. Expect at least 2-3 interviews, with a combination of phone screens, video calls, and in-person meetings.

Come prepared to discuss your customer service skills, financial services knowledge, and strengths that make you an ideal candidate. Hiring managers want to make sure you can provide exceptional experiences to Fidelity’s clients.

Customer Relationship Advocate Interview Questions and Answers

Here are some of the most common questions asked during Fidelity Investments customer service representative interviews along with sample responses

1. Why do you want to work at Fidelity Investments?

This question gauges your interest in the company and role. Be enthusiastic in your response.

Example I want to work at Fidelity because I admire its mission of helping customers achieve their financial goals. As an industry leader trusted by millions of people for investment and retirement services, Fidelity has a strong brand reputation that excites me The opportunity to help educate retail investors on making smart financial decisions is very appealing Fidelity also offers valuable learning and growth opportunities as an employer, which aligns with my own goals. This role as a customer relationship advocate seems like a great fit based on my background in financial services and passion for delivering excellent customer experiences.

2. What does excellent customer service mean to you?

This evaluates your understanding of quality customer support and your commitment to it

Example: To me, excellent customer service involves building rapport and trust with each client, listening actively to understand their unique needs, and then providing solutions tailored to those needs. It’s not just about resolving issues quickly – it’s about the entire experience and making clients feel valued. Key qualities like empathy, patience and a positive attitude are essential. I believe in taking responsibility for each client interaction and following through on commitments. My goal is to make each client feel heard, appreciated, and confident that they are getting the best possible service and advice.

3. How would you handle an angry or upset customer?

Hiring managers want to know you can effectively de-escalate tense situations.

Example: When a customer is angry, I would first listen patiently without interruption to understand why they are upset. I’d empathize with their perspective and then apologize for any inconvenience while remaining positive. Next, I would focus on finding a constructive solution or alternative options to resolve their issue, involving my supervisor if needed. I would remain calm and professional throughout the interaction, reaffirming my desire to help them. If the client remains aggressive, I would politely disengage after warning them I cannot assist while being treated inappropriately. My goal is resolving the issue satisfactorily while also setting professional boundaries when necessary.

4. How do you stay up-to-date on financial products, industry trends and regulations?

This question gauges your motivation to continually develop your expertise.

Example: I make it a habit to regularly review financial news, Fidelity insights, and leading industry publications to say current on trends, products, and regulations. I also leverage resources like Fidelity Viewpoints and set Google alerts on relevant topics. Within my team, we share latest developments and best practices. I aim to take relevant webcasts, training seminars or certification courses annually through FINRA, CFPB or other respected organizations. I’m also an engaged member in financial services forums and professional networks. Pursuing continuous learning enables me to provide more value as a customer relationship advocate.

5. Tell me about a time you had to manage an unreasonable customer request. What did you do?

Share a story highlighting your customer service skills and business ethics.

Example: In my previous role, a long-time client insisted I execute a risky trade for them that went against our standard advice. They continued to aggressively demand I push it through, implying I didn’t know what I was doing. I calmly but firmly explained why we don’t recommend these types of trades and the risks involved. When they persisted, I offered to have them speak to my supervisor. They initially refused but ultimately agreed. My supervisor was able to reinforce our position while preserving the client relationship. This demonstrated to me the importance of maintaining ethical standards even when pressured, while ensuring the customer feels respectfully heard.

6. Describe a situation where you exceeded a customer’s expectations.

This question allows you to demonstrate you go above and beyond.

Example: Recently, I assisted an elderly client who was moving assets to our firm and was struggling to gather all their previous statements. I volunteered to personally contact each of their previous advisors and institutions to request duplicate statements on the client’s behalf. I then consolidated all the statements into a summarized report for the client with recommendations on consolidating things at Fidelity for simplicity. They were extremely grateful for the level of service and told my manager how much easier I made the transition for them compared to what they expected. It was a small gesture but it reinforced my commitment to delivering an exceptional client experience.

7. What are your strengths related to this Customer Relationship Advocate role?

Focus on your most relevant qualifications and soft skills.

Example: I believe my top strengths for this role are my customer-first mindset, financial services expertise, and communication abilities. With 5+ years in wealth management customer support, I know how to build rapport, establish trust, and provide personalized guidance tailored to each client. I have extensive knowledge across retirement products, investment accounts, and portfolio advisory services that enables me to offer informed assistance. And as a people person, I’m skilled at listening intently, explaining things clearly, and resolving issues patiently. My diverse financial services background combined with my genuine passion for helping clients makes me confident I will excel in this role.

8. Where do you see yourself in 5 years?

Keep your response focused on continued growth and excellence in customer support.

Example: In 5 years, I see myself becoming an expert financial services representative, leveraging an expanded set of licenses and qualifications. I hope to be managing a small team of customer relationship advocates, helping coach and develop new advisors. I plan to continue deepening my industry knowledge and growing my client relationships over the long-term. Most importantly, I aim to continue providing best-in-class experiences by evolving alongside client needs and the capabilities of Fidelity. This role is an exciting step in my journey within the financial services industry.

9. Do you have any questions for me?

Always prepare 2-3 thoughtful questions to show your engagement and interest in the role.

Example: Yes, I do have a few questions. Could you describe the typical day-to-day responsibilities and workflows in more detail? What are the key metrics and goals used to measure individual success for this role? How much opportunity is there for learning, development and internal mobility long-term at Fidelity? Is there anything important about your team culture I should know? Your insights would help me better understand the nitty-gritty of the role and assess my fit.

Stand Out with Strong Responses

Preparing thoughtful and thorough responses to popular interview questions is one of the best ways to demonstrate your capabilities and get one step closer to landing the job at your Fidelity Investments interview. We hope these samples and tips help you highlight your customer service excellence, financial acumen, communication skills and commitment to the customer relationship advocate role. Best of luck!