Client Service Manager I / II - (Custody) - Wealth Client Experience

Fidelity•Westlake, TX

8d•Onsite

About The Position

This is a pipeline requisition for Client Service Manager I & II roles. Fidelity will not provide immigration sponsorship. As opportunities become available, we will evaluate applicants and reach out when we have a viable position open. We are currently hiring for both the CSM I & CSM II. The Client Service Manager (CSM) supports a book of Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. The CSM is the primary point of contact for all service and operational needs for the firms in their book. CSM’s are supported by an operation team who process forms submitted to Fidelity. They also partner with Client Service Representatives (CSRs) who assist with NIGO’s, emails and backup the phones. Client Service Managers are responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for your clients on advanced issues. Your goals include, maintaining high client satisfaction scores, influencing your firms to embrace new tools and technology, identifying training opportunities, and ensuring that your firms critical metrics are met. CSMs are expected to be key contributors to a positive workplace environment and have a strong commitment to collaboration and shared success. The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity; in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Requirements

Bachelor’s Degree preferred
5+ years of operations and/or service experience in the financial services industry
Series 7 required
Excellent interpersonal, verbal and written communication skills.
Ability to work well on teams and in fast-paced, cross-collaborative environments.
Analytical thinking and ability to deliver solutions to complex challenges.
Proven leadership skills.
Knowledge of the Brokerage and/or Custody industry.
Intermediate to advanced knowledge of Microsoft Office applications.
Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Nice To Haves

Client Manager I - (Grade 4) in our Emerging segment are primarily hired from our CSR role. Provides support to advisory firms on a team-based environment Advisory firms generally manage up to $250M in assets An Emerging team may support 400-500 clients
Client Manager II - (Grade 5) in our Preferred segment are primarily hired from the Client Manager I role in Emerging. Advisory firms generally manage up to $1.5B in assets Advisor firms are typically larger and have a more complex structure
You are expected to be more knowledgeable of your firm’s structure and be more proactive in supporting their needs A Preferred team may support 100-150 clients

Responsibilities

Servicing, educating, and resolving day to day operational issues for Custody clients.
Handling inbound call volumes.
Supervising email & NIGO volumes.
Coordinating with internal business partners.
Advocating for clients on advanced issues.
Maintaining high client satisfaction scores.
Influencing firms to embrace new tools and technology.
Identifying training opportunities.
Ensuring that firms' critical metrics are met.
Supporting divisional business needs, while maintaining a “client first” mentality.
Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
Providing exceptional service to all clients by processing their requests in an accurate and timely manner.
Driving high satisfaction, quality and efficiency for both the client and Fidelity.
Delivering superior results quickly and efficiently, applying effective time management skills.
Actively participating in client meetings and client service reviews.
Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
Bringing energy and excitement to your role every day.