Client Service Manager III - Family Office - Wealth Client Experience

Job Description:

NOTE: Fidelity will not provide immigration sponsorship for this position.

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 where you will be the key contact in servicing, educating, tracking, trending, and resolving day to day operational issues for our family office clients.

The Expertise We’re Looking For

• 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

The Purpose of Your 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 provides products and services to support the needs of family office executives so they in turn can exceed the expectations of their family member clients.

To ensure that FFOS clients receive seamless integration and delivery of products and services, 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 the areas of client service, relationship management, problem resolution, and process improvement.

The Skills You Bring

• Your excellent interpersonal, verbal and written communication skills

• You have the ability to 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, fax, 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 FFOS.

• Actively participate in client meetings and formal client reviews

• Training and educating clients in the areas of process, policy and procedures  

• Mentoring other associates

How Your Work Impacts the Organization

Fidelity Family Office Services is the business unit that provides custody, brokerage, investment and reporting services to family offices, wealthy families and the advisors that support them. Fidelity Family Office Services is a cost-effective alternative for clients who want institutional capabilities delivered with objective guidance, exceptional service, integrity, and security. We provide services to more than 350 family office clients across the country. We have a strong culture of engagement, service execution and employee recognition

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.

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.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

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.

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