Client Service Manager I / II - (Custody) - Wealth Client Experience
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the job description and extract sections.
Let's identify content:
- About the role: description of role, purpose, etc. Could be "The Expertise We’re Looking For", "The Purpose of Your Role", "Career Path", "How Your Work Impacts the Organization", "Fidelity’s Onsite Working Model". Might be considered "About the role". We'll combine.
- Responsibilities: list of duties: handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, advocating for clients on advanced issues, maintaining high client satisfaction scores, influencing firms to embrace new tools, identifying training opportunities, ensuring critical metrics met, being key contributors to positive workplace, etc. Also "supporting a book of RIAs", "primary point of contact", etc. We'll list.
- Requirements: maybe "Bachelor’s Degree preferred", "5+ years of operations and/or service experience in the financial services industry", "Series 7 required". Also maybe "Certifications Category: Brokerage Operations, Client Service". Also mention legal restrictions? Probably not.
- Qualifications: maybe overlapping with requirements. Could treat "The Expertise We’re Looking For" as qualifications. But we need to decide.
- Skills: list: interpersonal, verbal, written communication; teamwork; fast-paced; analytical thinking; solutions to complex challenges; proven leadership; knowledge of Brokerage/Custody industry; intermediate to advanced MS Office.
- Benefits: Not mentioned explicitly. There's no benefits info. So we should NOT include Benefits section.
- Pay: Not mentioned. So no Pay.
- Schedule: Not mentioned explicitly except onsite working model mention. Could be considered schedule? It mentions onsite expectations. Might be considered schedule? The instruction: include Schedule section only if posting actually states them. It mentions "Fidelity is transitioning to a full-time onsite working model...". That's about work location, not schedule. No explicit schedule like full-time, part-time, shift. So we should not include Schedule.
Thus sections: About the role, Responsibilities, Requirements, Qualifications?, Skills. Could combine Requirements and Qualifications? The instruction: use headings for those categories if content exists. We have content for Requirements (education, experience, Series 7). Qualifications maybe similar; but we could treat "The Expertise We’re Looking For" as Qualifications. However we might avoid duplication. Let's decide: Use Requirements for education/experience/certifications. Use Skills for skill list. Use About the role for narrative about role purpose, career path, impact, onsite model. Use Responsibilities for duty list.
We must not create empty sections.
Now produce HTML:
About the role
... paragraphs ...
We need to preserve all substantive info, not invent or summarize away detail. Must keep details but can rephrase? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." Means we should not omit details, but we can rephrase? Probably we should keep the info as is, maybe using same sentences. Safer to copy relevant sentences. Let's extract About the role content: From posting: - "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 preferred5+ years of operations and/or service experience in the financial services industrySeries 7 required" Actually that's more requirements. - "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 platformPreferred – works with our middle market advisorsPremium – works with the largest firms on our platform. Role 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 environmentAdvisory firms generally manage up to $250M in assetsAn 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 assetsAdvisor firms are typically larger and have a more complex structureYou are expected to be more knowledgeable of your firm’s structure and be more proactive in supporting their needsA Preferred team may support 100-150 clients" - "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." We can combine these into About the role. Now Responsibilities: list of duties: - handling inbound call volumes - supervising email & NIGO volumes - coordinating with internal business partners - advocating for clients on advanced issues - maintaining high client satisfaction scores - influencing firms to embrace new tools and technology - identifying training opportunities - ensuring that firms' critical metrics are met - being key contributors to a positive workplace environment - strong commitment to collaboration and shared success - servicing, educating, and resolving day to day operational issues for Custody clients (maybe from earlier) - primary point of contact for all service and operational needs for the firms in their book - partner with CSRs who assist with NIGO’s, emails and backup the phones - supported by operations team who process forms submitted to Fidelity We'll put as- .
Now Requirements: Bachelor’s Degree preferred, 5+ years of operations and/or service experience in the financial services industry, Series 7 required. Also maybe Certifications Category: Brokerage Operations, Client Service (but that's more like a category). Could include as requirement.
Now Skills: list:
- excellent interpersonal, verbal and written communication skills
- ability 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
Now we must not include Benefits, Pay, Schedule.
Now produce HTML.
Make sure to not include any extra text outside HTML.
Let's craft.
We'll need to escape any HTML special characters? Not needed.
We'll produce:
About the role
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 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. CSMs 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 three tiers: Emerging (works with smaller advisors on our platform), Preferred (works with our middle market advisors), and 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. Client Manager I (Grade 4) in the Emerging segment are primarily hired from our CSR role, providing support to advisory firms on a team‑based environment where advisory firms generally manage up to $250M in assets and an Emerging team may support 400‑500 clients. Client Manager II (Grade 5) in the 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, and 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.
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, 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.
Responsibilities
- Servicing, educating, and resolving day‑to‑day operational issues for Custody clients
- Acting as the primary point of contact for all service and operational needs for the firms in your book
- Partner