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

Fidelity•Smithfield, RI

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 level 4) and Client Service Manager II (Grade level 5). The role involves being the key contact for servicing, educating, and resolving day-to-day operational issues for Custody clients, primarily Registered Investment Advisors (RIAs). The Client Service Manager (CSM) supports a book of RIAs, acting as the primary point of contact for all service and operational needs. They are supported by an operations team for form processing and partner with Client Service Representatives (CSRs) for NIGO's, emails, and phone backup. CSMs handle inbound calls, supervise email and NIGO volumes, coordinate with internal partners, and advocate for clients on advanced issues. Key goals include maintaining high client satisfaction, influencing firms to adopt new tools and technology, identifying training opportunities, and ensuring critical metrics are met. CSMs are expected to contribute to a positive workplace environment with 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.

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 client firms' critical metrics are met.
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 the role every day.