Job Description:

Position Overview:

Responsible for utilizing advanced customer relation skills to manage high net worth investment only retirement plan accounts and relationships. Ensure that calls are handled and correspondence is processed in an efficient and professional manner with a high degree of accuracy.  Work well and communicate effectively with operations / servicing team.  Responsible for minimizing financial as well as market risk by ensuring that controls, procedures, contracts and processes are established and followed.  Responsible for minimizing service delivery exposure by being aware of and ensuring that appropriate services and products are offered by the customer servicing group to our clients.  Must take part in and manage projects with responsibilities ranging from updating departmental policies, to developing and delivering operational procedures.

Essential Job Functions:

Handle operational oriented, telephone client servicing for existing Investment Only clients which may include the following:  provide trading and non-trading policies and procedures, place trades and provide account information, and investigate sensitive issues regarding plan problems and monetary issues.

Process non-monetary correspondence including the change or addition of trustees, the addition of bank account information or any account information change.  Contact trustees/RKs to inform them of account service information.  Process monetary correspondence received via mail and fax including purchases, exchanges, transfers and redemptions involving Fidelity Retail, Institutional Funds, Pyramis, Advisor Funds and Commingled Pools.  Process adjustments and review exception, complex and large dollar transactions. Ensure all correspondence has been accurately processed, checked for quality and meet compliance guidelines.

Prioritize workload to allow for the management and participation in departmental projects, workflow redesign and statistical reporting. Identify areas of opportunities and implement changes when necessary.        

Serve as a resource of knowledge, and be available to assist team members as needed.

Ability to work well in a small team environment.  Teamwork, within DCIO Operations is essential to our success.

Scope:

Investment Only Customer Servicing is comprised of plan level retirement accounts representing 2,500 plans with assets exceeding $40 billion. 

An associate must have strong operational skills and knowledge in the use of an extensive number of transfer agent and supporting systems to service a variety of accounts (see listing of systems in the Skill/Knowledge section).

Accounts range in size from $50,000 to $1 billion in assets.  Monetary transactions on these accounts may be up to $100 million or more and must be processed in an accurate and timely manner to avoid any negative impact on the fund.  Warning calls must be placed to inform the appropriate trading desk of unusually large transactions.

Working relationships/contacts:

Contact with trustees and plan administrators to process monetary transactions, service accounts and discuss problem resolution.

Contact with Equity, Money Market, Geode and Pyramis traders to place warning calls for large dollar transactions.

Contact with DCIO Account Executives and Relationship Managers to ensure accurate communications with clients.

Contact with National Financial Services in order to ensure bank wire transactions are complete and accurate.

Contact with Cash Management (TAAC) to resolve discrepancies.

Contact with other business units, FPCMS, FMTC, Pyramis, FINOPS, ECM, OSG, CSS, FIIS, IBG and FRCC to help facilitate or research customer request.

Contact with Statement Processing group to audit monthly/annual client statements

Education and Experience:

Bachelor’s degree or equivalent experience.

Minimum of 2 years financial services experience, preferably with a minimum of one year in a telephone trading/customer service position.

Skills and Knowledge:

Attention to detail, ability to perform consistently, and a high level of dependability.

Excellent verbal and written communication, presentation and interpersonal skills, especially within the DCIO team.

TA Processing experience: DST, FPRS, FBSI

Strong organizational and analytical/problem-solving skills.

Familiarity of relevant systems, including FTPS, RWOE, Infopac, XTRAC, FPRS, DST,  Microsoft Outlook, Word, Excel and PowerPoint.

Knowledge of retirement products and services, with specific training in qualified retirement plans.

Ability to balance and prioritize simultaneous tasks, departmental projects and phone volume with attention to detail and able to meet deadlines.

Ability to work independently, yet promote a team environment.

Effective decision making skills with ability to identify possible issues while minimizing risk to Fidelity and the customer.

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.