Using Service Center
WATCH IT: View a short video on Initiating a Service Request to Change an Address.
Overview
NOTE:
- Please review the Frequently Asked Questions (FAQs) to familiarize yourself with the overall capabilities of Service Center.
- By subscribing to the alerts associated with service requests and service messages, you receive e-mail or online alerts for the service request and service message updates. These notifications are account-specific and provided in a simple, easy-to-read format, which you can view on your mobile e-mail device without having to log into Fidelity WealthCentral. Please see Service Request Descriptions and Expected Resolution Times and Service Message Descriptions for further information on the available service requests, service messages, and their alerts.
Service Center provides a link to a standardized, secure, two-way communication tool, which you use to create, view, and manage the service requests you submit to Fidelity Investments. Its Service Messages functionality enables you to view and respond to outbound communication from Fidelity to your firm regarding a service matter. Also, you can create reports based on your service requests and service messages.
Since it serves as a single repository for your service requests and service messages, Service Center gives to you the ability to submit requests, receive and respond to service messages, and monitor request and message status, thereby allowing you to manage these communications so you can provide proactive customer service to your clients, as well as meeting your own business needs.
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Accessing Service Center
- Click Service > Service Center.
- Use one of the flyout selections to perform Service Center functions:
- Initiate Service Request: Create a service request for one or more accounts (up to 10).
- Service Messages: View service messages for either you or your firm that were sent during a specified date range.
- Client Service Requests: View your service requests sent during a specified date range.
- Reporting: Generate customized reports based on your service requests or service messages and if desired, use the results to create a PDF document or export to Microsoft Excel or another spreadsheet application.
- User Profile Administration Tool: Create and manage user profiles for individuals at your firm. These profiles control what service requests your firm's users can initiate, receive, and view, what service messages your firm's users can receive, view, and, if required, respond to using Service Center and/or the alerts to which they can subscribe. NOTE: This function is limited to system administrators. Therefore, you may not have access to this menu item.
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Initiating a Service Request
Several screens display when initiating a service request; each page is associated with a step or task within the overall process.
- Determine the customer issue that must be addressed.
- Based on the issue identified, select the supercategory, category, and subcategory, which is the actual service request.
- Complete the fields related to the chosen service request.
- Verify the field values are correct and, if not, correct the information provided.
- If you are entitled to do so and you feel the service request must be handled as soon as possible, escalate the request.
- Submit the service request or save the in-progress service request (Save Draft).
- View the service request submission confirmation page.
- From the confirmation page, optionally attach a file to the service request.
- Click Service > Service Center > Initiate Service Request. NOTE: If you do not have an account in context, the Select an Account: Initiate Service Requests pop-up window displays, so you can search for an account. When you locate the desired account, the Select an Account: Initiate Service Requests pop-up window closes and the Initiate Service Request pop-up window displays. If you already have an account in context, the Initiate Service Request pop-up window displays automatically.
- Select the account or accounts (up to 10) for which you want to initiate a service request.
- Using the menu of available service requests (Supercategories, Categories, and Subcategories), select the request you wish to create by clicking its associated link. NOTE: See the Service Request Descriptions and Expected Resolution Times for further information on the available service requests. If you are assigned to a user profile, you see only the service requests specified in this profile.
- Complete the Service Request Details fields either by entering the information or using the drop-down menus where available. NOTE: The fields that display vary depending upon the service request selected. Required fields are flagged with an asterisk. An error message displays if you do not complete all required fields.
- Click the Change Phone # link to enable the Contact Phone # field for editing. NOTE: If there is no phone number on record for the user, the field is enabled so you can enter this information. The Fidelity database is updated with the information you enter in this field.
- Provide direction and information on the service request by completing the Description field. NOTE: The maximum length of this field is 1000 characters.
- Click the Check Spelling link to assure there are no typing errors within the Description field.
- If you have the proper entitlement and you feel the handling of this service request is urgent, select the Escalation Required? checkbox.
- Review the information you entered in the Service Request Details area and in the Description field and make any necessary changes. When you are satisfied with your entries, do one of the following: NOTE: Click the Cancel link to exit the process without saving your edits.
Click the Verify button to move to the next stage in the service request initiation process.
OR
Click the Save as Draft button to submit the request, but save the information you entered up to this point for editing in the future (for example, if you need to acquire additional information, such as a Wire Receipt Number). The service request is not submitted to Fidelity, but does display with your other service requests; it has a status of Saved Draft. You must use the Client Service Requests screen to continue initiating draft requests. NOTE: The Save as Draft button is not active if initiating a service request for more than one account.
- When you click the Verify button, the Verification screen displays. Review the service request information and then do one of the following:
Click the Edit button to return to the previous screen if you want to make changes to the content.
OR
Click the Submit button to send the service request to Fidelity.
- When you click the Submit button, a Confirmation screen displays indicating your service request was submitted successfully to Fidelity. This confirmation includes a Tracking Number, as well as other pertinent information related to your service request, such as the Expected Resolution Time and the Servicing Area that will handle the request. NOTE: If you want to save a hardcopy for your records, click the Print link to display a print dialog box that you can use to print your service request.
- Either close the Initiate Service Request pop-up window or use the links at the top and bottom of the Confirmation screen to perform one of the following next steps:
Attach a file: Displays the Add Attachments screen that you use to locate the file(s) you wish to include with the service request.
OR
Copy this request: Displays the first Initiate Start Service Request page with all fields pre-populated with the same information as the current request and with the account(s) retained in context. You can use this request as the basis for another, similar request and edit any fields accordingly.
OR
Initiate a new request: Displays the main Initiate Service Request page with the account(s) retained in context. You can choose from the list of the available service requests and initiate another for the same account or same selected set of accounts.
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Print