Client Service Manager

Fidelity•Covington, KY

About The Position

The Team-Based Client Services Manager (CSM) is a client-facing member of Fidelity's Client Service Management, Tax Exempt Market (TEM) Plan Services organization. The role is accountable for the operational integrity of defined contribution (DC), non-qualified (NQ), and health savings account (HSA) plans, including plan-level recordkeeping and operational activities. The CSM establishes and maintains daily relationships with client decision makers who oversee operational plan design and ongoing administration. The role resolves complex day-to-day issues and transactions requiring interpretation of policies, guidelines, or processes, and coordinates the work of internal operational service teams, Managing Directors, aligned CSMs, and back-office groups. This position supports Tax Exempt plan administrators in a team-service model and provides both plan-level CSM and participant-level CSA expertise. It has no aligned book of business. Depending on business needs and associate skillset, the work may be primarily phone-based, primarily email/XTRACs-based, or hybrid. The organization’s 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 currently and may evolve. The transition does not apply to fully remote roles. Fidelity will not provide immigration sponsorship for this position. Fidelity’s business is subject to securities, investment, retirement, ERISA, state, and self-regulatory laws and regulations that may restrict hiring or association with individuals with certain criminal histories.

Requirements

5–10 years of relevant experience; five years in defined contribution is preferred.
Experience establishing and maintaining relationships with key client operational decision makers.
Experience facilitating client interactions by phone and face to face.
Strong regulatory knowledge of 403(b) plans, NQ plans, products, and applications.
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.
Strong relationship, consultative, client-service, influencing, active-listening, and negotiation skills.
Critical-thinking ability and sound judgment.
Ability to lead in a team environment, build a case for a successful outcome, identify issues and solutions, and act on the best solution.
Ability to bring teams together and facilitate problem solving; demonstrate accountability and ownership.
Technical and operations knowledge.
Ability to project-manage, set priorities, and meet goals and deadlines.
Ability to influence and execute strategies with clients.
Customer-service orientation and ability to represent the firm in post-sale meetings and ongoing relationships.

Nice To Haves

Bachelor’s degree preferred.
Microsoft Office applications experience is 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).
Act as an escalation point 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 made according to the request.
Consult with clients regarding the legal ramifications of not complying with nondiscrimination testing (NDT) results.
Help deliver and interpret test results, including follow-up discussions with clients when plans fail NDT testing to determine whether business-plan changes are needed.
Serve as an operational consultant during client onboarding for new implementations and corporate actions.
Consult on regulatory changes and ensure plans are updated to comply with them.
Establish and maintain relationships with client operational decision makers.
Coordinate and prioritize work among internal operational service teams, Managing Directors, aligned CSMs, and back-office processing groups.
Resolve complex day-to-day problems and transactions by interpreting applicable policies, guidelines, and processes.
Represent the firm in post-sale meetings and ongoing client relationships.
Mentor and coach others, facilitate problem solving, and help teams identify issues, solutions, and appropriate actions.