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

Fidelity Investments•Westlake, TX

9d•Onsite

About The Position

This is a pipeline requisition for Client Service Manager I & II roles. Fidelity is hiring for both Grade level 4 (CSM I) and Grade level 5 (CSM II). The Client Service Manager will be the key contact for servicing, educating, and resolving day-to-day operational issues for Custody clients. The role supports a book of Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity, acting as the primary point of contact for all service and operational needs. CSMs are supported by an operations team and partner with Client Service Representatives (CSRs). Responsibilities include handling inbound calls, supervising email and NIGO volumes, coordinating with internal business partners, and advocating for clients on advanced issues. Goals include maintaining high client satisfaction, encouraging adoption of 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

Act as the primary point of contact for all service and operational needs for RIAs in their book.
Handle inbound call volumes.
Supervise email & 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.
Ensure that firms' critical metrics are met.
Be a key contributor to a positive workplace environment.
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 to all clients by processing 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.