III - (Custody) - Wealth Client Experience

Fidelity Investments•Westlake, TX

1d•Hybrid

About The Position

This is a pipeline requisition, and applicants will be evaluated as opportunities become available. There are multiple opportunities for this posting: Client Service Manager I - Grade level 4, Client Service Manager II - Grade level 5, and Client Service Manager I / II. The role is for a fast-paced, growing organization where people make the difference, focusing on providing exceptional client service. As a Client Service Manager, you will be the key contact for servicing, educating, and resolving day-to-day operational issues for our Custody clients. The Client Service Manager (CSM) supports a book of Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. The CSM is the primary point of contact for all service and operational needs for the firms in their book. CSM’s are supported by an operations team who process forms submitted to Fidelity and partner with Client Service Representatives (CSRs) who assist with NIGO’s, emails, and backup the phones. Client Service Managers are responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for clients on advanced issues. Your goals include maintaining high client satisfaction scores, influencing firms to embrace new tools and technology, identifying training opportunities, and ensuring that firms’ critical metrics are met. CSMs are expected to be key contributors to a positive workplace environment and have a strong commitment to 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

Client Manager I - (Grade 4) in our Emerging segment are primarily hired from our CSR role. Provides support to advisory firms on a team-based environment. Advisory firms generally manage up to $250M in assets. An Emerging team may support 400-500 clients.
Client Manager II - (Grade 5) in our Preferred segment are primarily hired from the Client Manager I role in Emerging. Advisory firms generally manage up to $1.5B in assets. Advisor firms are typically larger and have a more complex structure. You are expected to be more knowledgeable of your firm’s structure and be more proactive in supporting their needs. A Preferred team may support 100-150 clients.

Responsibilities

Servicing, educating, and resolving day-to-day operational issues for Custody clients.
Acting as the primary point of contact for all service and operational needs for RIAs in their book.
Handling inbound call volumes.
Supervising email & NIGO volumes.
Coordinating with internal business partners.
Advocating for clients on advanced issues.
Maintaining high client satisfaction scores.
Influencing firms to embrace new tools and technology.
Identifying training opportunities.
Ensuring that firms’ critical metrics are met.
Supporting divisional business needs, while maintaining a “client first” mentality.
Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
Providing exceptional service to all clients by processing their requests in an accurate and timely manner.
Driving high satisfaction, quality, and efficiency for both the client and Fidelity.
Delivering superior results quickly and efficiently, applying effective time management skills.
Actively participating in client meetings and client service reviews.
Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
Bringing energy and excitement to your role every day.