Co-op, Associate Client Service Manager

Fidelity•Covington, KY

9h•Hybrid

About The Position

The Associate Client Service Manager (CSM) is part of the Client Service Management team within the DC Plan Services organization . This role serves as the primary client - facing associate responsible for maintaining the operational integrity of the retirement plan.  The Associate CSM works in a team-based service environment and is accountable for plan - level record keeping and operational activities related to the t ax -e xempt church retirement plans that utilize the Simplified Contribution Platform (SCP) . SCP is an online portal through which plan administrators ( e .g . c hurch treasurers or business directors) submit retirement plan contributions for their employees. The A CSM provides frontline customer service support to SCP users, who are responsible for the operational plan design and ongoing administration of their church retirement program . This role also coordinate s and prioritize s the efforts of the operational service team and serves as the escalation point for plan - level operational issues. It supports clients in a “pooled” service model , meaning t here is no dedicated book of business for this role. This is primarily a phone-based role , typically taking 20-30 inbound calls from plan administrators daily , depending on the time of year (e .g. : higher during year end ) . Service request s , emails, projects, and other responsibilities will fill in the time between calls. Our hours of operation are 8:00 AM - 6:00 PM ET .

Requirements

Bachelor's degree preferred
2 -5 years of relevant experience in a customer service role, preferably a call center
Experience building and maintaining relationships with key client operational decision - makers
Experience facilitating client interactions via phone or in person
Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
Ability to m aintain control of situations through effective positioning and escalation
Critical thinking and problem solving skills
M aster y of influencing and active listening skills
Exceptional client service and consultative skills
Takes control of situations, brings teams together and facilitates problem solving
Accountability and ownership of outcomes
St rong regulatory knowledge of 403 (b) plans
Strong leadership and team collaboration skills
Technical and operations knowledge
Ability to priortize tasks , meet goals , and manage deadlines
Sound judgment and ability to influence and execute strategies with clients
Customer service oriented, including the ability to represent firm in post-sale meetings and relationship management
Proficiency in Microsoft Office applications is a plus

Responsibilities

Respon d to SCP client phone calls regarding plan and participant-level issues
Address client emails related to the Simplified Contribution Platform
Provide SCP training and support to clients
Assist first - time SCP users with platform access , logg ing in, ACH bank account setup , and contribution submissions to their 403(b) plan
Collaborate with internal business partners to ensure t imely resolution of client escalations
Serve as the escalation point for operational issues and service recovery efforts
Obtain formal direction from authorized client representative
E ducat e and train clients on service changes and ensure proper implementation
Review changes to ensure accuracy and alignment with client request s
Support the CSM Work Group Leaders and Manager s with special projects and management routines