Client Service Manager III - Family Office - Wealth Client Experience

Fidelity will not provide immigration sponsorship for this position.

About the role

The Fidelity Family Office Services (FFOS) team serves the single-family office, multi-family office, and ultra-high-net-worth investor segments. FFOS provides custody, brokerage, investment services, reporting, and administrative capabilities to these clients. The team supports the needs of family office executives so they can exceed the expectations of their family member clients.

A dedicated Client Service Manager (CSM) is assigned to each client to be a singular point of contact for all day-to-day operational and service needs. In this role, you will support the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team. The majority of your time will be spent on client satisfaction with specific attention to client service, relationship management, problem resolution, and process improvement.

Requirements

• Bachelor’s degree required
• 5 years of operations and/or service experience in the financial services industry
• Series 7 required
• Series 63 preferred, required to obtain within 90 days

Skills

• Excellent interpersonal, verbal, and written communication skills
• Ability to work in a fast-paced, deadline-oriented environment
• Entrepreneurial spirit and ability to work collaboratively across an organization
• Proven leadership skills
• Project management experience preferred
• Business analysis, process improvement, and consulting experience is a plus
• Knowledge of the brokerage, family office, or RIA industry
• Advanced knowledge of MS Office
• Prior experience working directly with Ultra High Net Worth clients

Responsibilities

• Optimize the client experience at Fidelity and develop long-term relationships and partnerships with clients
• Respond directly to all client inquiries: telephone, fax, email, and written correspondence
• Drive high satisfaction, quality, and efficiency for both the client and Fidelity
• Conduct data analysis to drive change and process improvement with teams and clients
• Proactively manage client issues and resolve problems in a timely and accurate manner
• Influence and partner with team members outside of FFOS
• Actively participate in client meetings and formal client reviews
• Train and educate clients in the areas of process, policy, and procedures
• Mentor other associates

Pay

The base salary range for this position is $79,000–153,000 USD per year. Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors. Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

Benefits

• Comprehensive health care coverage and emotional well-being support
• Market-leading retirement benefits
• Generous paid time off and parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

Schedule

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
• Series 63 - FINRA
• Series 99 - FINRA