Associate Client Service Manager

Fidelity•Covington, KY

12h•Hybrid

About The Position

The Associate Client Service Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan. The Associate CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to the Tax Exempt Small Market segment and divisional church plans who use the Simplified Contribution Platform (SCP), for example Church Pension Group. The Tax Exempt Small Market consists of 7,000 clients, totaling $21B in assets. The CSM establishes, maintains and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues. This role supports clients in a 'pooled' service model so the CSM provides both Plan-Level (CSM) and Participant-Level (CSA) support to customers. There is no aligned book of business for this role. This will be a primarily phone-based role, typically taking 10-20 inbound calls from plan administrators per day, depending on the time of year (ex: volume will be higher during year end). Service requests, emails, projects, and other responsibilities will fill in the downtime in between calls. Our hours of operation are 8:00AM - 6:00PM ET.

Requirements

3-5 years of relevant experience, preferably with 2 being in defined contribution
Experience establishing and maintaining relationships with key client operational decision makers
Experience facilitating client interactions (phone, face to face)
Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
Maintain control of situations through appropriate positioning and escalation
Critical thinking
Have mastered influencing skills and active listening
Top notch client skills
Has extremely strong consultative skills
Takes control of situations, brings teams together and facilitates problem solving
Feels fully accountable and drives ownership
Strong regulatory knowledge of 403 (b) plans
Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
Demonstrated ability to negotiate with clients and all business partners
Technical and operations knowledge
Ability to set priorities, meet goals and deadlines
Use of judgment and ability to influence and execute strategies with clients
Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship

Nice To Haves

Bachelor's degree preferred
Microsoft Office applications are a plus

Responsibilities

Respond to TEM Small Market and SCP client phone calls related to plan and participant-level issues
Respond to client emails regarding the Simplified Contribution Platform
For Tax Exempt Small Market clients, submit projects for plan-level changes/enhancements (roth, loans, hardship, etc.)
Provide PSW/SCP training and support to clients
Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client escalations are responded to timely
Respond timely to internal requests for TEM Small Market clients (COMM items)
Point of escalation for operational issues and service recovery efforts
Obtain formal direction from client from proper authorized requestor as required
Provides education/training on service changes
Review changes to ensure they were made according to request
Performs recurring tasks (reporting, fees, etc) in support of Third Party Administrators for TEM Small Market clients
Assist the CSM Work Group Leaders and Manager with special projects and management routines
The Associate CSM will be cross trained to support TEM Core and TEM Large Market clients as volume demands (during year end, etc)