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

Fidelity • Smithfield, RI

1d

About The Position

The Client Service Manager II (CSM II) supports Registered Investment Advisors (RIAs) that custody assets with Fidelity. This role is one of several point of contacts within the service team for all service and operational needs for the RIAs within the Preferred Segment. Serves as liaison between the RIAs and internal business partners, including operations, technology, and trading. Partners with Client Service Representatives (CSRs) who assist with NIGO’s, emails and inbound phone calls. Responsible for handling inbound phone inquiries, supervising email and NIGO volumes, coordinating with internal business partners, and advocating for clients on simple and/or advanced issues. Your goals include maintaining satisfactory client service levels, high client satisfaction scores, influencing firms to embrace tools and technology, identifying training opportunities, while ensuring an overall world class client experience. The CSM II is expected to be key contributors to a positive workplace environment; maintaining a strong commitment to collaboration and shared success. Provides support to advisory firms in a team-based environment. Proactively works with our firms to ensure strategic alignment and growth. Meets/exceeds established KPIs. Aligns client needs with business goals/objectives.

Requirements

• At least 1 year in current role
• Series 7 required
• Excellent interpersonal, verbal and written communication skills.
• Relationship Building and Management 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.

Nice To Haves

• Bachelor’s Degree preferred
• 5 years of operations and/or service experience in the financial services industry preferred

Responsibilities

• Serves as liaison between the RIAs and internal business partners, including operations, technology, and trading.
• Partners with Client Service Representatives (CSRs) who assist with NIGO’s, emails and inbound phone calls.
• Responsible for handling inbound phone inquiries, supervising email and NIGO volumes, coordinating with internal business partners, and advocating for clients on simple and/or advanced issues.
• Provides support to advisory firms in a team-based environment.
• Proactively works with our firms to ensure strategic alignment and growth.
• Meets/exceeds established KPIs.
• Aligns client needs with business goals/objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level