Associate Client Service Manager

Fidelity Investments Inc.; Covington (KY); Hybrid; USD 50,000 - 70,000; Full time

Job summary

A leading company seeks an Associate Client Service Manager to ensure operational integrity of plans and maintain relationships with clients. The role involves handling inbound client inquiries in a hybrid working environment, supporting the Tax Exempt Small Market segment, promoting effective service delivery, and ensuring client satisfaction.

Qualifications

• 3-5 years of relevant experience, preferably with 2 in defined contribution.
• Experience establishing and maintaining client relationships.

Responsibilities

• Manage client relationships for operational integrity and support.
• Respond to client inquiries and provide necessary training.
• Collaborate with internal teams to resolve escalated issues.

Skills

Client Skills

Critical Thinking

Negotiation

Problem Solving

Customer Service

Education

Bachelor's degree

Job description

Job Description:

The Associate Client Service Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan. The Associate CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to the Tax Exempt Small Market segment and divisional church plans who use the Simplified Contribution Platform (SCP), for example Church Pension Group. The Tax Exempt Small Market consists of 7,366 clients, totaling $14B in assets (average client $1.9M).

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 coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues. This role supports clients in a “pooled” service model so the CSM provides both Plan-Level (CSM) and Participant-Level (CSA) support to customers. There is no aligned book of business for this role.

This will be a primarily phone-based role, typically taking 10-20 inbound calls from plan administrators per day, depending on the time of year (ex: volume will be higher during year end). Service requests, emails, projects, and other responsibilities will fill in the downtime in between calls. Our hours of operation are 8:00AM - 6:00PM ET.

Primary Responsibilities

• Respond to TEM Small Market and SCP client phone calls related to plan and participant-level issues
• Respond to client emails regarding the Simplified Contribution Platform
• For Tax Exempt Small Market clients, submit projects for plan-level changes/enhancements (roth, loans, hardship, etc.)
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client escalations are responded to timely
• Respond timely to internal requests for TEM Small Market clients (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
• Performs recurring tasks (reporting, fees, etc) in support of Third Party Administrators for TEM Small Market clients
• Assist the CSM Work Group Leaders and Manager with special projects and management routines
• The Associate CSM will be cross trained to support TEM Core and TEM Large Market clients as volume demands (during year end, etc)
  

Education and Experience

• Bachelor's degree preferred
• 3-5 years of relevant experience, preferably with 2 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
• 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,
• 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 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

Certifications:

Category:

Client Service

Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.

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.