Senior Client Experience Account Manager

Fidelity Investments•Salt Lake City, UT

1d•Hybrid

About The Position

Senior Client Experience Account Manager The Role The Senior Client Experience Account Manager is a dedicated service professional who provides superior service while driving ideal behavior from ultra-high net worth donors and strategic advisor firms, the most complex relationships within Fidelity Charitable. Each CXAM owns a book of business and facilitates donor and advisor interactions via phone and email, consulting on a broad range of program offerings and service topics. The CXAM support associates as they financial transactions and respond to inquiries from Fidelity Charitable Private Donor Group donors, advisors, and non-profits, while ensuring high quality. The CXAM also partners with a Private Donor Group Philanthropic Strategist in order to fulfill requests from Private Donor Group donors. The Client Experience Account Manager role is designed to be the point person for complicated service interactions Learning and maintaining an intricate knowledge of industry and regulatory standards ensures that appropriate expectations can be set with key firms and donors. Supporting efforts of proactive education to advisor firm POCs for dissemination to their clients. Anticipating challenges and overcoming them with creative thinking. The Team The Client Experience Account Manager is responsible for interacting with all the business units found in Fidelity Charitable. They are working constantly to find solutions for the donors or firms in their book of business and in doing so will help facilitate contributions and grants in the million and sometimes billion-dollar range. This role is responsible for driving client behavior to increase use of online tools to improve straight through process of Premium Service client interactions. The PSAM optimizes the client experience to drive high satisfaction, quality, and efficiency for the donors, advisors, corporate clients, and Fidelity Charitable. Company Overview The Fidelity Charitable Gift Fund (Fidelity Charitable) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity. Fidelity Investments provides all the charitable organization’s employees and supports all its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

Requirements

Bachelors degree
Minimum Experience: 5 years of customer service, sales, service operations or UHNW background required.
Ability to maintain successful working relationships with business partners, teammates, and clientele.
High sense of urgency and understanding when to escalate to solve issues.
Strong and efficient verbal and written communication skills.
Problem solving skills and excellent follow through.
Strong organizational skills, project management, planning, and time management.
Superior decision-making skills and the ability to operate with a high level of autonomy, makes decisions with minimal oversight that impact donor and advisor.
Learning and maintaining an intricate knowledge of industry and regulatory standards ensures that appropriate expectations can be set with key firms and donors.
Supporting efforts of proactive education to advisor firm POCs for dissemination to their clients.
Anticipating challenges and overcoming them with creative thinking.