Client Service Representative (Custody) - Wealth Client Experience

Fidelity • Westlake, TX

4d

About The Position

The Client Service Representative supports Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. Working within a service team organized by service tier, the representative handles service and operational requests for an assigned group of clients and is responsible for their overall service experience. Support includes phone and other communication channels, as applicable to the tier. Under moderate supervision, the role processes routine daily transactions and handles assigned work that is moderately complex, drawing on senior team members for more complex issues. The role may offer a progression to Client Manager, with levels from Client Manager I through III and increasing responsibilities, asset scope, and number of firms supported.

The position is part of Fidelity’s Client Experience division, which provides daily activity support and helps clients optimize their experience with Fidelity. The division’s work includes implementation support, technology services, deployment and client training, analysis and data processing, client management, and service support for clients across clearing and custody businesses.

This is a pipeline requisition. Fidelity will evaluate applicants as opportunities become available and reach out when a suitable position opens. The role may also be filled at Grade 2 or Grade 3. Fidelity does not provide immigration sponsorship for this position. Fidelity is transitioning to a full-time onsite working model through a phased regional and role-based rollout; current onsite expectations vary, and may evolve. The transition does not apply to fully remote roles.

Requirements

• At least 2 years of operations and/or service experience in the financial services industry.
• Solid knowledge of operational business and processes.
• Strong interpersonal, verbal, and written communication skills, including answering calls promptly and professionally and listening carefully to customers.
• Ability to manage workload and prioritize competing tasks or deadlines effectively.
• Process-oriented approach and ability to follow procedures to deliver work effectively and efficiently.
• Basic understanding of issue resolution and escalation, including available resources for escalation.
• Commitment to continuous learning and personal development.
• Curiosity, initiative, and ability to research and ask critical questions when encountering new tasks or projects.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Handle service and operational requests for an assigned group or tier of clients and support their overall service experience.
• Provide client support by phone and other communication channels, depending on the service tier.
• Process routine daily transactions and client requests accurately and in a timely manner.
• Focus on client satisfaction, including problem resolution, not-in-good-order (NIGO) resolution, transaction processing, and customer service.
• Deliver results quickly and efficiently while managing time effectively.
• Use available resources to resolve moderately complex work and leverage senior team members for more complex problems or issues.
• Collaborate with colleagues and contribute to a positive workplace environment and shared success.
• Identify opportunities to improve the customer experience, business processes, and service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed