Client Service Manager III (Custody) - Wealth Client Experience

Fidelity Investments • Westlake, TX

1d

About The Position

The Client Experience (CE) division drives the service strategy for Institutional Wealth Management Solutions (IWMS) clients, with a specialized focus on large, complex Registered Investment Advisor (RIA) firms managing $1.5B+ in assets. CE partners with these sophisticated clients to support both their daily operational needs and long-term business strategy, helping optimize their experience with Fidelity across implementation, technology services, platform deployment, client education, data analysis, and ongoing service engagement. To ensure Premium Custody clients receive seamless, integrated delivery of products and services, each firm is aligned with a dedicated Client Service Manager (CSM) who serves as the primary point of contact for all day-to-day operational and service needs. In this role, you will support the unique tactical and strategic requirements of high-growth, multi-dimensional RIAs, both independently and as part of a Relationship Management team. The majority of your focus will be on driving client satisfaction and deepening relationships with complex advisory firms, with particular emphasis on delivering high-touch service, navigating sophisticated business models, resolving multifaceted issues, and identifying opportunities for process improvement and operational scalability.

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
• 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

• 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 family office clients.
• Supporting the unique tactical and strategic requirements of high-growth, multi-dimensional RIAs.
• Driving client satisfaction and deepening relationships with complex advisory firms.
• Delivering high-touch service, navigating sophisticated business models, and resolving multifaceted issues.
• Identifying opportunities for process improvement and operational scalability.
• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
• Responding directly to all client inquiries: telephone, 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

• Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process.

What This Job Offers

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