Client Service Manager II (Custody) - Wealth Client Experience

Fidelity Investments•Smithfield, RI

14d

About The Position

The Client Service Manager II (CSM II) is the primary point of contact for a portfolio of Registered Investment Advisors (RIAs) within Fidelity’s Preferred segment. In this role, you will service, educate, and resolve day-to-day operational needs while building strong, proactive relationships with your clients. You will manage a larger book of mid-market advisory firms (typically up to $1.5B in assets), requiring a solid understanding of each firm’s structure and business needs. You will handle inbound call volumes, oversee email and NIGO workflows, and collaborate closely with operations teams and Client Service Representatives (CSRs) to ensure timely and accurate service. As a CSM II, you are expected to take a more proactive approach in anticipating client needs, coordinating with internal partners, and advocating for clients on more complex service issues. Success in this role is driven by client satisfaction, operational efficiency, and your ability to strengthen long-term client partnerships while contributing to a collaborative team environment. 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 client service experience in financial services
Series 7 required
Working knowledge of brokerage and/or custody industry
Strong interpersonal, verbal, and written communication skills
Ability to collaborate effectively in fast-paced, cross-functional teams
Analytical thinking with problem-solving capabilities
Demonstrated leadership potential
Intermediate to advanced Microsoft Office proficiency
Ability to manage high-volume workflows across calls, emails, and NIGOs
Proactive client management and relationship-building skills
Strong organizational and time management abilities
Ability to identify training needs and support adoption of tools and technology
Curiosity and continuous improvement mindset

Responsibilities

Service, educate, and resolve day-to-day operational needs for a portfolio of Registered Investment Advisors (RIAs).
Build strong, proactive relationships with clients.
Manage a book of mid-market advisory firms (typically up to $1.5B in assets).
Handle inbound call volumes.
Oversee email and NIGO workflows.
Collaborate closely with operations teams and Client Service Representatives (CSRs) to ensure timely and accurate service.
Take a proactive approach in anticipating client needs.
Coordinate with internal partners.
Advocate for clients on more complex service issues.
Drive client satisfaction, operational efficiency, and strengthen long-term client partnerships.
Contribute to a collaborative team environment.