Since Fidelity Investments' founding 75 years ago, our purpose has been to strengthen and secure the financial well-being of our diverse customer base — a commitment that has driven the company to where it is today. We are committed to delivering a superior customer experience by providing the tools and resources to help customers build an investing plan for their personal situations, no matter what life stage they are in.
The events of the past year prompted hundreds of thousands of new and existing customers to call Fidelity to speak to our customer service representatives. Many customers wanted to talk with us about how the pandemic and related economic disruption may impact short- and long-term savings goals. To support this increase in call volumes and continue to provide best-in-class live support for our customers, Fidelity hired 5,150 new customer-facing associates in 2020, a 77% increase in hiring for these roles compared to 2019.
The record customer growth and increased call volume has continued into 2021, highlighted by the 1.6 million young investors who opened new accounts with Fidelity last quarter. To continue to address the ongoing growth in customers and accounts, over the next six months Fidelity is hiring an additional 4,500 client-facing associates, both in our existing sites as well as new remote positions in 20+ new markets, such as Miami, Detroit, and Seattle. As part of this effort, we will be expanding our Smithfield, Rhode Island and Durham, North Carolina campuses to support our Personal Investing business.
This increase in customer volumes paired with record numbers of digital interactions across our retail and workplace websites and mobile apps is pushing us to move faster in areas that were already priorities for us, including digitization of service, more personalized solutions, and enhancing our technology infrastructure. To support these initiatives and drive faster progress, we are also hiring 500 technologists, which include positions for full-stack software engineers, data scientists, and mobile/Apple IOS engineers.
We are doing this to:
- Support the growing number of customers, as well as the increase in customer calls that we have received over the past 15 months.
- Expand our presence by adding new remote positions in 20+ U.S. markets to access new talent who would not traditionally come to work for Fidelity because of their locations, and build more career opportunities in areas where we already have a presence.
- Grow our presence in areas where our entry-level roles have not been traditionally available, which is why we are expanding our customer service operations in Smithfield, Rhode Island, as well as the Durham campus in North Carolina.
We have always believed that a great customer experience must start with providing a fulfilling associate experience. We are hyper-focused on building and advancing a culture where Fidelity associates of all backgrounds can have rewarding careers. This includes providing industry-leading benefits, career development, and training -- all of which have been critically important over the past year as our employees have balanced working remotely, health concerns, and caregiving responsibilities. Recently, we were honored to accept a place on LinkedIn’s Top Companies list, which is a result of our dedication to providing a meaningful employee experience for our associates.
If you are passionate about helping others, get excited about innovation, and are customer-obsessed, then I hope you will consider a career at Fidelity. If you are not in one of the categories I mentioned above, you can find more job opportunities here: https://jobs.fidelity.com/.
This article was originally posted on LinkedIn.