Job Description:

Client Service Representative

Do you want to work for a fast paced, growing organization where people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Representative where you will assist in servicing, educating, and resolving day to day operational issues for our Custody clients. 

The Expertise We’re Looking For 

Bachelor’s Degree preferred

2+ years of operations and/or service experience in the financial services industry

Series 7 preferred

The Purpose of Your Role

The Client Service Representative (CSR) supports Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. The CSR works with an operations team who process forms submitted to Fidelity. They also partner with Client Service Managers (CSMs) who are the primary point of contact for all service and operational needs for the firms in their book.  Client Service Representatives are responsible for problem resolution items, handling advisor emails and backing up the phones. Your goals include, executing against quality and productivity metrics for the following areas: problem resolution and written and verbal customer service skills. CSRs are expected to be key contributors to a positive workplace environment and have a strong commitment to collaboration and shared success.

Career Path:

CE Custody segments their firms into 3 tiers:

Core – works with smaller advisors on our platform

Preferred – works with our middle market advisors

Premium – works with the largest firms on our platform. 

While we do hire people directly into the Client Manager role, the majority of our hiring is via our Internal career path. The various Client Manager roles are as follows:

Client Manager I – in our Core segment are primarily hired from our CSR role. 

Provides support to advisory firms on a team-based environment

Advisory firms generally manage up to $150M in assets

Book size is roughly 50-60 firms

Client Manager II – in our Preferred segment are primarily hired from the Client Manager I role in Core. 

Advisory firms generally manage up to $1.5B in assets

Advisor firms are typically larger and have a more complex structure

You are expected to be more knowledgeable of your firm’s structure and be more proactive in supporting their needs

Book size is roughly 20-25 firms

Client Manager III – in Premium are primarily hired from the Client Manager II role in Preferred. 

Advisory firms generally have more than $1B in assets on Fidelity’s platform

Advisor firms are typically larger and have a more complex structure

You are expected to have in depth knowledge of your firm’s operations structure and service needs

Coordinate with various Fidelity business partners to help your firms grow and navigate complex service issues

Book size is roughly 1-3 firms

Our focus is to develop and promote our Internal associates while supplementing their knowledge and skills with targeted experienced hiring from External sources.  There are also a number of roles to move into from our service teams including:

Supporting our Central Control Team

Working as a Project Manager in our Implementations and Transitions group

Going into various leadership roles like Operations Manager or Senior Director 

The Skills You Bring 

Your excellent interpersonal, verbal and written communication 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 knowledge of the brokerage and/or Custody industry.

You have intermediate to advanced knowledge of Microsoft Office applications.

The Value You Deliver 

Supporting divisional business needs, while maintaining a “client first” mentality.

Optimizing the client experience at Fidelity and developing relationships and partnerships with clients.

Providing exceptional service to all of our clients by processing their requests in an accurate and timely manner.

Driving high satisfaction, quality and efficiency for both the client and Fidelity.

Delivering superior results quickly and efficiently, utilizing effective time management skills.

Driving innovation through curiosity and comprehensive understanding of business processes and challenges.

Bringing energy and excitement to your role every day.

How Your Work Impacts the Organization

The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space.  CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity; in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.

Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit FidelityCareers.com

Fidelity Investments is an equal opportunity employer.

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.