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

Fidelity Investments • Westlake, TX

4d

About The Position

This is a pipeline requisition for a Client Service Manager role within the Wealth Client Experience division, specifically focusing on Custody services. As opportunities become available, applicants will be evaluated for positions such as Client Service Manager I (Grade 4), Client Service Manager II (Grade 5), or a combined Client Service Manager I/II role. The position involves being the key contact for servicing, educating, and resolving day-to-day operational issues for Custody clients, primarily Registered Investment Advisors (RIAs). The role requires supporting a book of RIAs who custody their assets with Fidelity, acting as the primary point of contact for service and operational needs. This involves handling inbound calls, managing email and NIGO (Not In Good Order) volumes, coordinating with internal partners, and advocating for clients on complex issues. Key goals include maintaining high client satisfaction, encouraging the adoption of new tools and technology, identifying training needs, and ensuring critical client metrics are met. The role also emphasizes contributing to a positive workplace environment through collaboration and shared success.

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.

Nice To Haves

• Experience in the Custody industry.
• Experience supporting Registered Investment Advisors (RIAs).

Responsibilities

• Serve as the primary point of contact for all service and operational needs for RIAs within their assigned book.
• Handle inbound call volumes.
• Supervise email and NIGO volumes.
• Coordinate with internal business partners.
• Advocate for clients on advanced issues.
• Maintain high client satisfaction scores.
• Influence firms to embrace new tools and technology.
• Identify training opportunities for clients.
• Ensure that client critical metrics are met.
• Support divisional business needs while maintaining a 'client first' mentality.
• Optimize the client experience at Fidelity and develop long-term relationships and partnerships with clients.
• Provide exceptional service by processing client requests accurately and timely.
• Drive high satisfaction, quality, and efficiency for both the client and Fidelity.
• Deliver superior results quickly and efficiently, applying effective time management skills.
• Actively participate in client meetings and client service reviews.
• Drive innovation through curiosity and comprehensive understanding of business processes and challenges.
• Bring energy and excitement to the role every day.

Benefits

• Fidelity offers a wide range of benefits, including health insurance, dental insurance, vision insurance, and a 401k plan. Specific details about benefits are not provided in the job description, but the company emphasizes a commitment to attracting and nurturing talent in a diverse and inclusive workplace.

What This Job Offers

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