Fidelity Investments reviews

It’s a typical call center with hours all over the place. They will tell you there is no “mandatory” overtime but there is and if you opt out of it you will get nasty messages. Bonuses are based off of call surveys which sometimes you will get a bad survey that wasn’t even from a call you took and there’s nothing you can do about it. Even if you move to another product you will still be overloaded with 401k calls. If you have to go to the bathroom and it’s not during a break or lunch it counts against you. If you don’t plan your days off at least a month in advanced it counts against you. There are more things that count against you then for you. The environment has gotten really bad lately and you can feel it when you walk in the door. Fidelity throws benefits at you but then doesn’t bother to check in on the call center. Turnover rate is really high.

Management is a joke. They were extreme micromanagers and very cliquey with each other. They made it known who they favored and many deserving associates couldn't progress in their roles simply because they weren't favored. You have to take your breaks and lunches at the exact times they schedule you for (which differed every day) and if you got stuck on a call and went on break late, it would negatively affect your numbers - which ultimately decided your bonus. This place is a sweatshop. You are expected to take non stop calls your entire shift. There is no break in between calls so you aren't even left with time to make notes on the customers accounts you just spoke to - as soon as they hang up, another call immediately comes through with no choice to decline the call. On average there is at least a 5-10 minute wait for customers to get through to a representative. Customers are already aggravated by the time you speak to them - it's like the company sets you up for failure. They clearly need to hire more people for the role. The turnover rate is so high because employees are so unhappy. Glad I'm out of there.