Client Service Manager

Fidelity Investments•Covington, KY

About The Position

The Team-Based Client Services Manager (CSM) is part of the Client Service Management, Tax Exempt Market (TEM) Plan Services organization. This client-facing role is responsible for the operational integrity of plans and plan-level recordkeeping and operational activities related to defined contribution (DC), nonqualified (NQ), and health savings account (HSA) plans. The CSM establishes, maintains, and manages daily relationships with client decision makers responsible for operational plan design and ongoing administration. The role resolves complex day-to-day problems and transactions requiring interpretation of policies, guidelines, and processes, and coordinates and prioritizes efforts across internal operational service teams, Managing Directors, aligned CSMs, and back-office processing groups. In a team service model, the CSM provides both plan-level CSM and participant-level CSA expertise and support to Tax Exempt plan administrators. This role has no aligned book of business. Depending on business needs and the associate’s skillset, the work may be primarily phone-based, primarily email/XTRACs-based, or a hybrid. The stated hours of operation are 8:00 AM–7:00 PM ET. Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles; onsite expectations vary and may evolve. This transition does not apply to fully remote roles. Fidelity will not provide immigration sponsorship for this position.

Requirements

5–10 years of relevant experience, preferably including 5 years in defined contribution.
Experience establishing and maintaining relationships with key client operational decision makers.
Experience facilitating client interactions, including by phone and face to face.
Strong knowledge of industry trends and issues, Fidelity processes, procedures, and services, and the ability to apply that knowledge to client business objectives and needs.
Ability to maintain control of situations through appropriate positioning and escalation.
Critical-thinking skills, influencing skills, and active-listening skills.
Strong client and consultative skills.
Ability to take control of situations, bring teams together, and facilitate problem solving.
Accountability, ownership, and the ability to mentor and coach others.
Strong regulatory knowledge of 403(b) plans, NQ plans, products, and applications.
Ability to lead in a team environment, build a case toward a successful outcome, identify issues and solutions, and act on the best solution.
Demonstrated ability to negotiate with clients and business partners.
Technical and operational knowledge.
Ability to project-manage, set priorities, and meet goals and deadlines.
Sound judgment and ability to influence and execute strategies with clients.
Customer-service orientation, including ability to represent the firm in post-sale meetings and ongoing relationships.

Nice To Haves

Bachelor’s degree preferred.
Microsoft Office applications are a plus.

Responsibilities

Respond to client phone calls and emails concerning participant-level issues.
Submit projects for plan-level changes and enhancements for Team-Based CSM clients, including AE, AIP, EDT, OLE, and eCertify Hardships.
Provide PSW/SCP training and support to clients.
Collaborate with internal business partners, including CAR, MI, MO, TRS, and NQ, to ensure client requests and escalations receive timely responses.
Respond promptly to internal requests (COMM items).
Serve as a point of escalation for operational issues and service recovery efforts.
Obtain formal direction from the client’s properly authorized requestor when required.
Educate and train clients on service changes.
Review changes to ensure they were completed according to the request.
Consult with clients regarding the legal ramifications of not complying with NDT results.
Assist with delivery and interpretation of test results, including follow-up discussions with clients when plans fail NDT testing to determine whether a business-plan change is needed.
Serve as an operational consultant during client onboarding for new implementations and corporate actions.
Consult on regulatory changes and ensure plans are updated in compliance with those changes.
Establish and maintain relationships with key client operational decision makers and facilitate client interactions.
Coordinate teams, facilitate problem solving, identify issues and solutions, and drive appropriate outcomes.
Represent the firm in post-sale meetings and ongoing client relationships.