Client Service Manager

Job Description:

The Team-Based Client Services Manager (CSM) is part of the Client Service Management, TEM Plan Services organization and is a key client facing associate responsible for the operational integrity of the plan.  The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.

The CSM establishes, maintains, and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration.  In addition, they focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes. They coordinate and prioritize the efforts of the internal operational service team, Managing Directors, aligned CSMs and back-office processing groups. This role supports clients in a team service model so the Team-Based CSM provides both Plan-Level (CSM) and Participant-Level (CSA) expertise and support to Tax Exempt plan administrators. There is no aligned book of business for this role.

Primary Responsibilities

• Respond to client phone calls and emails related to participant-level issues
• For Team-Based CSM clients, submit projects for plan-level changes/enhancements (AE, AIP, EDT, OLE, eCertify Hardships, etc.)
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timely
• Respond timely to internal requests (COMM items)
• Point of escalation for operational issues and service recovery efforts
• Obtain formal direction from client from proper authorized requestor as required
• Provides education/training on service changes
• Review changes to ensure they were made according to request
• Consult with clients regarding legal ramification of not complying with NDT results
• Assist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)
• Serves as operational consultant during client on boarding for new Implementations and corporate actions
• Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes

Education and Experience

• Bachelor's degree preferred
• 5-10 years of relevant experience, preferably with 5 being in defined contribution
• Experience establishing and maintaining relationships with key client operational decision makers
• Experience facilitating client interactions (phone, face to face)

Skills and Knowledge

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Maintain control of situations through appropriate positioning and escalation
• Relationship professionals
• Impacts organization through mentoring and coaching of others
• Critical thinking
• Have mastered influencing skills and active listening
• Top notch client skills
• Has extremely strong consultative skills
• Takes control of situations, brings teams together and facilitates problem solving
• Feels fully accountable and drives ownership
• Strong regulatory knowledge of 403 (b) plans, NQ plans, products and application
• Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
• Demonstrated ability to negotiate with clients and all business partners
• Technical and operations knowledge
• Ability to project manage, set priorities, meet goals and deadlines
• Use of judgment and ability to influence and execute strategies with clients
• Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
• Microsoft Office applications are a plus

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.

Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts peoples’ lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

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, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.