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

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.

• Maintain high client satisfaction scores
• Influence firms to embrace new tools and technology
• Identify training opportunities
• Ensure critical metrics are met

Career Path

• Emerging – works with smaller advisors on our platform
• Preferred – works with our middle market advisors
• Premium – works with the largest firms on our platform

Skills You Bring

• Excellent interpersonal, verbal and written communication skills
• Able to work well on teams and in fast-paced, cross-collaborative environments
• Think analytically and deliver solutions to 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 at Fidelity and develop long-term relationships and partnerships with clients
• Provide exceptional service to all of our clients by processing their requests in an accurate and timely manner
• Drive high satisfaction, quality, and efficiency for both the client and Fidelity
• Deliver superior results quickly and efficiently, applying effective time management skills
• Participate in client meetings and client service reviews
• Drive innovation through curiosity and comprehensive understanding of business processes and challenges
• 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 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.