Do you want to work for a fast paced, entrepreneurial organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Manager III where you will be the key contact in servicing, educating, tracking, trending, and resolving day-to-day operational issues for our clients.
The Expertise We’re Looking For
Bachelor’s degree or commensurate work experience required
5+ years of operations and/or service experience in the financial services industry
High Net Worth experience desired
Series 7 required
The Purpose of Your Role
The Client Experience (CE) division drives the service strategy for Institutional Wealth Management Solutions (IWMS) clients, with a specialized focus on large, complex Registered Investment Advisor (RIA) firms managing $1.5B+ in assets. CE partners with these sophisticated clients to support both their daily operational needs and long-term business strategy, helping optimize their experience with Fidelity across implementation, technology services, platform deployment, client education, data analysis, and ongoing service engagement.
To ensure Premium Custody clients receive seamless, integrated delivery of products and services, each firm is aligned with a dedicated Client Service Manager (CSM) who serves as the primary point of contact for all day-to-day operational and service needs. In this role, you will support the unique tactical and strategic requirements of high-growth, multi-dimensional RIAs, both independently and as part of a Relationship Management team.
The majority of your focus will be on driving client satisfaction and deepening relationships with complex advisory firms, with particular emphasis on delivering high-touch service, navigating sophisticated business models, resolving multifaceted issues, and identifying opportunities for process improvement and operational scalability.
The Skills You Bring
Your excellent interpersonal, verbal and written communication skills
You can work in a fast paced, deadline-oriented environment
You bring an entrepreneurial spirit and the ability to work collaboratively across an organization
Your proven leadership skills
Your project management experience is preferred and business analysis, process improvement and consulting experience is a plus
You have knowledge of the brokerage, family office or RIA industry
Your advanced knowledge of MS Office
Your prior experience working directly with Ultra High Net Worth clients
The Value You Deliver
Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients
Responding directly to all client inquiries: telephone, email and written correspondence
Driving high satisfaction, quality and efficiency for both the client and Fidelity
Conducting data analysis in order to drive change and process improvement with our teams and our clients
Proactively managing client issues and resolve problems in a timely and accurate manner. Ability to influence and partner with team members outside of our organization.
Actively participate in client meetings and formal client reviews
Training and educating clients in the areas of process, policy and procedures
Mentoring other associates
NOTE: This role does not support sponsorship.
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.