Client Service Representative (Custody) - Wealth Client Experience

Fidelity Investments•Westlake, TX

About The Position

The Client Service Representative (CSR) supports Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. You will work within a Service Team environment based on a service tier, which consists of dedicated lines of businesses and client service managers. You will work on all service and operational requests from a specific group of clients (or tier) and will be responsible for the overall service experience for those clients. You will be highly engaged in all areas of support relative to the activities of specific clients and business partners, including phone support and other alternative communication channels. You will work under moderate supervision to process routine, daily transaction volumes within scope of responsibility. Many Client Service Representatives progress to the role of Client Manager. The Client Manager role has a clear promotional path starting at Client Manager I to Client Manager III with increasing responsibilities and scope of assets and number of firms supported.

Requirements

2+ years of operations and/or service experience in the financial services industry
Solid knowledge of operational business and processes.
Strive for customer satisfaction and by constantly seeking ways to improve the customer experience.
Proactive and can anticipate on opportunities to add extra value or resolve issues
Strong interpersonal, verbal and written communication, including answering all calls timely and professionally and listening carefully to the customer.
Display curiosity in your work and find ways to continuously improve.
Research and ask critical questions to gain clarity when face with new tasks or projects.
Manage your workload and prioritize competing tasks or deadlines effectively
Process oriented and adhere to processes and procedures to ensure the outputs are delivered effectively and efficiently
Basic understanding of issue resolution/escalation and understand what resources are available for when escalation is necessary.
Committed to continuous learning and personal development

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Process routine, daily transaction volumes within scope of responsibility.
Focus on client satisfaction with specific attention in the areas of problem resolution, not in good order (NIGO) resolution, transaction processing and customer service.
Contribute to a positive workplace environment and have a strong commitment to collaboration and shared success.
Provide customer support through various communication channels (depending on tier).
Provide exceptional service to all our clients by processing their requests in an accurate and timely manner.
Deliver superior results quickly and efficiently, utilizing effective time management skills.
Drive innovation through curiosity and comprehensive understanding of business processes and challenges.
Bring energy and excitement to your role every day.
Handle assigned work that is moderately complex and requires understanding of resources to resolve.
Leverage senior team members for more complex problems or issues.