Client Service Manager II - Family Office - Wealth Client Experience

Fidelity Investments • Smithfield, RI

3d

About The Position

The Fidelity Family Office Services (FFOS) team serves the single-family office, multi-family office and ultra-high net worth investor segments. FFOS provides custody, brokerage, investment services, reporting and administrative capabilities to these clients. The team provides products and services to support the needs of family office executives so they in turn can exceed the expectations of their family member clients. To ensure that FFOS clients receive seamless integration and delivery of products and services, a dedicated Client Service Manager (CSM) is assigned to each client to be a singular point of contact for all day-to-day operational and service needs. In this role you will support the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team. The majority of your time will be spent on client satisfaction with specific attention to the areas of client service, relationship management, problem resolution, and process improvement.

Requirements

• Bachelor’s degree or commensurate work experience required
• 5+ years of operations and/or service experience in the financial services industry
• Series 7 required
• Series 63 preferred, required to obtain within 60 days
• Excellent interpersonal, verbal and written communication skills
• Ability to work in a fast paced, deadline oriented environment
• Entrepreneurial spirit and the ability to work collaboratively across an organization
• Proven leadership skills
• Knowledge of the brokerage, family office or RIA industry
• Advanced knowledge of MS Office
• Prior experience working directly with Ultra High Net Worth clients

Nice To Haves

• Ultra High Net Worth experience desired
• Project management experience is preferred
• Business analysis, process improvement and consulting experience is a plus

Responsibilities

• Servicing, educating, tracking, trending, and resolving day to day operational issues for our family office clients.
• Supporting the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team.
• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
• Responding directly to all client inquiries: telephone, fax, email and written correspondence.
• Driving high satisfaction, quality and efficiency for both the client and Fidelity.
• Conducting data analysis in order to drive change and process improvement with our teams and our clients.
• Proactively managing client issues and resolve problems in a timely and accurate manner.
• Ability to influence and partner with team members outside of FFOS.
• Actively participate in client meetings and formal client reviews.
• Training and educating clients in the areas of process, policy and procedures.
• Mentoring other associates.

Benefits

• Comprehensive health care coverage
• Emotional well-being support
• Market-leading retirement
• Generous paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

What This Job Offers

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