Client Service Manager II (Custody) - Wealth Client Experience

The Role

The Client Service Manager II (CSM II) is the primary point of contact for a portfolio of Registered Investment Advisors (RIAs) within Fidelity’s Preferred segment. In this role, you will service, educate, and resolve day-to-day operational needs while building strong, proactive relationships with your clients. You will manage a larger book of mid-market advisory firms (typically up to $1.5B in assets), requiring a solid understanding of each firm’s structure and business needs. You will handle inbound call volumes, oversee email and NIGO workflows, and collaborate closely with operations teams and Client Service Representatives (CSRs) to ensure timely and accurate service. As a CSM II, you are expected to take a more proactive approach in anticipating client needs, coordinating with internal partners, and advocating for clients on more complex service issues. Success in this role is driven by client satisfaction, operational efficiency, and your ability to strengthen long-term client partnerships while contributing to a collaborative team environment.

Expertise and Skills You Bring

• Bachelor’s Degree preferred
• 5+ years of operations and/or client service experience in financial services
• Series 7 required
• Working knowledge of brokerage and/or custody industry
• Core Skills:
• Strong interpersonal, verbal, and written communication skills
• Ability to collaborate effectively in fast-paced, cross-functional teams
• Analytical thinking with problem-solving capabilities
• Demonstrated leadership potential
• Intermediate to advanced Microsoft Office proficiency
• Additional Strengths:
• Ability to manage high-volume workflows across calls, emails, and NIGOs
• Proactive client management and relationship-building skills
• Strong organizational and time management abilities
• Ability to identify training needs and support adoption of tools and technology
• Curiosity and continuous improvement mindset

The Team

The Team is fast-paced, highly collaborative, and focused on delivering exceptional client experiences while driving efficiency and continuous improvement. The Client Service Manager II is part of the Client Experience (CE) division within Fidelity Clearing & Custody Solutions (FCCS), which supports RIAs, asset managers, banks, and broker-dealers across custody and clearing platforms. Within CE Custody, firms are segmented into three tiers: Core – smaller advisory firms, Preferred – mid-market firms (CSM II focus), Premium – largest and most complex firms. As a CSM II, you will support approximately 20–25 firms within the Preferred segment. You will work closely with: Operations teams managing transaction processing, Client Service Representatives (CSRs) assisting with NIGOs, emails, and phone coverage, Internal business partners to address client needs and resolve issues.

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.

Onsite Working Model

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.

Certifications

Series 07 - FINRA Category Client Service