My role is now cleaning up the mess that newbies make. I get the feeling that no one really knows what they are doing and five reps will give five different answers to the same question.
They merged all the service roles which just makes matters worse. Some reps were given one day of retirement training and are now "Retirement experts".
Ultimately Fidelity is on the hook for all the bad info they give out and it will come back to bite them in the a. Management is negligently clueless.