Job Description:

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 family office 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 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

Certifications:

Series 07 - FINRA

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.