Client Service Manager II - (Custody) - Wealth Client Experience

Job Description

The Role

• The Client Service Manager II (CSM II) supports Registered Investment Advisors (RIAs) that custody assets with Fidelity
• This role is one of several point of contacts within the service team for all service and operational needs for the RIAs within the Preferred Segment
• Serves as liaison between the RIAs and internal business partners, including operations, technology, and trading
• Partners with Client Service Representatives (CSRs) who assist with NIGO’s, emails and inbound phone calls
• Responsible for handling inbound phone inquiries, supervising email and NIGO volumes, coordinating with internal business partners, and advocating for clients on simple and/or advanced issues.
• Your goals include maintaining satisfactory client service levels, high client satisfaction scores, influencing firms to embrace tools and technology, identifying training opportunities, while ensuring an overall world class client experience
• The CSM II is expected to be key contributors to a positive workplace environment; maintaining a strong commitment to collaboration and shared success.
• Provides support to advisory firms in a team-based environment
• Proactively works with our firms to ensure strategic alignment and growth
• Meets/exceeds established KPIs
• Aligns client needs with business goals/objectives
  
  

The Expertise We’re Looking For

• Bachelor’s Degree preferred
• At least 1 year in current role
• 5 years of operations and/or service experience in the financial services industry preferred
• Series 7 required
  
  

The Skills You Bring

• Your excellent interpersonal, verbal and written communication skills.
• Your Relationship Building and Management 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.
  
  

NOTE: This role does not support sponsorship.

Certifications

Category:

Client Service

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.