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

Client Service Manager

Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Manager where you will be the key contact in servicing, educating, and resolving day to day operational issues for our Custody clients.

The Expertise We're Looking For

• Bachelor's Degree preferred
• 5+ years of operations and/or service experience in the financial services industry
• Series 7 required

The Purpose of Your Role

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. CSM's are supported by an operations team who process forms submitted to Fidelity. They also partner with Client Service Representatives (CSRs) who assist with NIGO's, emails and backup the phones. Client Service Managers are responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for your clients on advanced issues. Your goals include, maintaining high client satisfaction scores, influencing your firms to embrace new tools and technology, identifying training opportunities, and ensuring that your firms critical metrics are met. CSMs are expected to be key contributors to a positive workplace environment and have a strong commitment to collaboration and shared success.

Career Path :

• CE Custody segments their firms into 3 tiers:
• Emerging works with smaller advisors on our platform
• Preferred works with our middle market advisors
• Premium works with the largest firms on our platform.

• While we do hire people directly into the Client Manager role, the majority of our hiring is via our Internal career path. The various Client Manager roles are as follows:
• Client Manager I - (Grade 4) in our Emerging segment are primarily hired from our CSR role.
• Provides support to advisory firms on a team-based environment
• Advisory firms generally manage up to $250M in assets
• An Emerging team may support 400-500 clients
• Client Manager II - (Grade 5) in our Preferred segment are primarily hired from the Client Manager I role in Emerging.
• Advisory firms generally manage up to $1.5B in assets
• Advisor firms are typically larger and have a more complex structure
• You are expected to be more knowledgeable of your firm's structure and be more proactive in supporting their needs
• A Preferred team may support 100-150 clients

Our focus is to develop and promote our Internal associates while supplementing their knowledge and skills with targeted experienced hiring from External sources. There are also a number of roles to move into from our service teams including:

• Supporting our Central Control Team
• Working as a Project Manager in our Implementations and Transitions group
• Going into various leadership roles like Operations Manager or Senior Director

The Skills You Bring

• Your excellent interpersonal, verbal and written communication skills.
• Your ability to work well on teams and in fast-paced, cross-collaborative environments.
• You think analytically and deliver solutions to complex challenges.
• Your proven leadership skills.
• Your knowledge of the Brokerage and/or Custody industry.
• You have intermediate to advanced knowledge of Microsoft Office applications.

The Value You Deliver

• Supporting divisional business needs, while maintaining a "client first" mentality.
• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients.
• Providing exceptional service to all of our clients by processing their requests in an accurate and timely manner.
• Driving high satisfaction, quality and efficiency for both the client and Fidelity.
• Delivering superior results quickly and efficiently, applying effective time management skills.
• Actively participate in client meetings and client service reviews.
• Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
• Bringing energy and excitement to your role every day.

How Your Work Impacts the Organization

The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity; in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Fidelity's Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.