Client Service Manager III - Custody, Client Experience

Job Description:

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 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 Purpose of Your Role

The Client Service Manager (CSM) will work within a Pod or Service Team environment, which will consist of dedicated Money Movement, Transfer of Assets, and New Account/Maintenance associates, as well as Client Service Representatives.  The team will work on all service and operational requests from a specific group of clients and will be responsible for the overall service experience for those clients. You will be highly engaged in all areas of support and management relative to the activities of these specific clients.   The CSM will focus on client satisfaction with specific attention in the areas of client service relationship management, problem resolution, and process improvement. CSMs are expected to be key contributors to a positive workplace environment and have a strong commitment to teamwork and shared success. Associates are expected to own their professional development plan and acquire additional skills that ensure continued growth and effective contributions to the organization.

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, utilizing 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.

NOTE: This role does not support sponsorship.

Certifications:

Series 07 - FINRA

Category:

Client Service

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.