Fidelity Investments 
Intermediate level

Complementary efforts: excellent customer service and associate development

Tuesday, Oct. 20 Location Code
8:15am-12:45pm Departure area 3, 2nd floor TT/06

Achieve responsive, accurate and secure processing of customers' requests

Learn how to provide the best training and development opportunities, enabling your engaged associates to provide excellent customer service; effective transaction processing and records storage/management; remittance processing and mobile check deposits; multi-site model minimizing the effect of a potential disaster.


Take your associate training and development to a higher level, empowering associates to deliver innovative, sustainable solutions for customers through lean methods. See the Fidelity Inbound Operations, providing physical and electronic literature fulfillment, inbound mail receipt, document imaging, transaction processing and records storage/management services for U.S. Fidelity businesses. Visit remittance processing and hear about the evolution to mobile check deposits. Learn how Inbound uses lean to meet increasing challenges (nearly 70 million pages of incoming customer documents, more than $88 billion deposited into Fidelity accounts), completing transactions accurately, cost effectively and on time. Understand how effective value stream mapping supports improvements in productivity, quality and cost. Hear about distributed and automated data capture plus the operation’s multi-site model for improved responsiveness and sustainability if a contingency effort is needed (minimizing the impact of a potential disaster). Learn about associate development programs: Talent Acceleration Program (TAP), Associate Development Program (ADP) and Work Lead Shadow Program (WLSP). Gain insights about engaging people through coaching, communication, training and development activities. Experience an environment that inspires team members’ fulfillment and participation.


Fidelity’s goal is to make financial expertise broadly accessible and effective, helping people lead the lives they want. With five trillion dollars in assets under administration, including two million dollars in managed assets, the company meets customers’ diverse needs: 23 million people investing their life savings, 20,000 businesses for employee benefit program management and 10,000 advisors and brokers with technology solutions to invest clients’ money. Privately held for nearly 70 years, Fidelity employs 41,000 associates focused on customers’ long term success.

Tour Host

Chris Hudak, operations director- FI Inbound, will host the tour.

Restrictions / Requirements

To participate in a tour, all attendees must adhere to and respect the tour hosts' restrictions and requirements.
Non-adherence may exclude you from a tour.

  • No cell phones
  • No recording devices
  • Leather like closed-toe shoes (No high heels)
  • Long or short-sleeved shirt/blouse
  • Long pants (no shorts, skirts, dresses)
  • Signed non-disclosure agreement