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

Client Service Manager I / II (Custody) – Wealth Client Experience Time onsite: required to work most days in the office (~75-100%). Location Smithfield, RI Team Sales & Relationship Management Experience Level Associate Job Description We have multiple opportunities for this posting: Client Service Manager I – Grade level 4 Client Service Manager II – Grade level 5 Client Service Manager III – Grade level 6 (current pipeline) The Client Service Manager (CSM) supports a book of Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. The CSM is the primary point of contact for all service and operational needs for the firms in their book. CSMs handle inbound call volumes, supervise email & NIGO volumes, coordinate with internal business partners, and advocate for clients on advanced issues. Key goals include maintaining high client satisfaction scores, influencing firms to embrace new tools and technology, identifying training opportunities, and ensuring critical metrics are met. CSMs are key contributors to a positive workplace environment and are committed 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 Career Path CE Custody segments firms into three tiers: Emerging – works with smaller advisors on the platform Preferred – works with middle‑market advisors Premium – works with the largest firms on the platform Promotions typically progress: Client Manager I (Grade 4) → Client Manager II (Grade 5) → Manager level, with opportunities to move into central control, project management, operations management, or senior director roles. The Skills You Bring Excellent interpersonal, verbal and written communication skills Teamwork and ability to thrive in fast‑paced, cross‑collaborative environments Analytical thinking and solution delivery for complex challenges Proven leadership skills Knowledge of the brokerage and/or custody industry Intermediate to advanced knowledge of Microsoft Office applications The Value You Deliver Support divisional business needs while maintaining a client‑first mentality Optimize the client experience and develop long‑term relationships Provide exceptional service by processing requests accurately and timely Drive high satisfaction, quality and efficiency for both client and Fidelity Deliver superior results quickly and efficiently using effective time management Participate actively in client meetings and service reviews Drive innovation through curiosity and comprehensive understanding of business processes Bring energy and excitement to your role every day How Your Work Impacts the Organization The Client Experience (CE) division drives the service strategy for Fidelity Clearing & Custody Solutions clients, including banks, broker dealers, registered investment advisors, asset managers, strategic acquirers, and retirement advisors. CE supports daily activities, business strategy, implementation, technology services, deployment, client training, data processing, and client management to optimize the overall client experience. Equal opportunity employer: Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging. Reasonable accommodations: Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to View email address on click.appcast.io, or by calling View phone number on click.appcast.io, prompt 2, option 3. Applicant screening: Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who receive a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent) and may account for 7 years or more of history. #J-18808-Ljbffr