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 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 60 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. Click here to learn more about the FFOS culture: https://familyoffice.fidelity.com/app/item/RD_13569_44227.html(opens in a new tab)

Certifications:

Company Overview

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.

Join Us

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(opens in a new tab), we have been recognized by our employees as a Best Place to Work in 2022. 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.

As a result of COVID-19, many of our associates are continuing to work remotely. When Fidelity employees eventually return to the office, 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(opens in a new tab).”

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 Leave of Absence/Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 2.