Advisor Services - Client Service Manager I / II / III

Fidelity Investments • Westlake, TX

7d • Hybrid

About The Position

Please note this is a pipeline requisition. As opportunities become available, we will evaluate applicants and reach out when we have viable a position open. There are multiple opportunities for this posting: Client Service Manager I - Grade level 4 Client Service Manager II - Grade level 5 Client Service Manager I / II 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 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. 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. 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. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position. 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. At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer. Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following: For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to [e-mail], or by calling 800-835-5099, prompt 2, option 2 For roles based in Ireland: Contact [e-mail] For roles based in Germany: Contact [e-mail] Fidelity Privacy Policy

Requirements

• Bachelor’s Degree preferred
• 5+ years of operations and/or service experience in the financial services industry
• Series 7 required
• 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.

Responsibilities

• handling inbound call volumes
• supervising email & NIGO volumes
• coordinating with internal business partners
• advocating for your clients on advanced issues
• maintaining high client satisfaction scores
• influencing your firms to embrace new tools and technology
• identifying training opportunities
• ensuring that your firms critical metrics are met
• 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, applying 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level