Client Experience Account Manager

Fidelity Investments Inc.; Westlake (TX); Vor Ort; USD 100.000 - 160.000; Vollzeit

Zusammenfassung

Fidelity Charitable is seeking a Client Experience Account Manager (PSAM) within the Perspectives Service Team to deliver exceptional service and drive optimal donor-advisor solutions for ultra-high net worth clients with over $30B AUM.

You will own end-to-end service delivery on donor-advised fund accounts, coordinating with Legal, Risk, Compliance, Investments, and Tax, and maintaining proactive client relationships through multi-channel communications.

Qualifikationen

• Acts as single point of contact for Perspectives clients regarding policy and transactional questions.
• Daily prioritization and proactive issue prevention to ensure timely resolutions.
• Resolves sensitive donor/advisor issues with thorough research and quality standards.
• Escalates potential risk areas and proposes solutions to senior managers.
• Communicates client needs to operations teams to ensure high service levels.
• Owns all donor/advisor communications about transactional activity across Fidelity Charitable's platform.
• Advises on best practices and tailors account management processes to client needs.
• Keeps stakeholders informed on milestones, risks and status of projects.
• Assists in in-person service reviews and conference participation.
• Proposes operational improvements and manages transactional workflows.
• Works with urgency and autonomy in a fast-paced environment.
• Demonstrates strong interpersonal and written communication skills.
• Uses solid analytical skills and project management experience.
• Decision-making with minimal oversight affecting donors and advisors.
• Collaborates with Legal, Risk, Compliance, Investments and Tax.

Aufgaben

• Act as single point of contact for donors and advisors on policy and transactional questions.
• Prioritize daily tasks, anticipate issues, and coordinate timely resolutions.
• Investigate and resolve sensitive donor/advisor issues to ensure complete and accurate outcomes.
• Identify and Escalate risk areas with proposed solutions to senior stakeholders.
• Communicate client needs across operations to maintain high service standards.
• Manage all donor/advisor communications for transactions on Fidelity Charitable platform.
• Consult with clients to tailor account management processes and advise leadership on improvements.
• Report project milestones and risks to internal and external stakeholders.
• Attend service reviews and conferences as required to support client goals.
• Lead operational improvements and oversee transactional processes.

Kenntnisse

Client relationship management

Communication skills

Project management

Attention to detail

Problem solving

Risk awareness

Client advisory services

Cross-functional collaboration

Independent work

Jobbeschreibung

Fidelity will not provide immigration sponsorship for this position.

Client Experience Account Manager

As a member of the Perspectives Service Team, the Philanthropic Solutions Account Manager (PSAM) is a dedicated professional who provides superior service while driving ideal solutions and behavior for our ultra-high net worth Donors and their Advisors. These are the most sophisticated, highly complex and highly valued relationships within Fidelity Charitable.

The Philanthropic Solutions Account Manager provides outstanding service and drives ideal solutions for this group of clients (donors and advisors) responsible for over $30B in AUM and more than $5B annually in grantmaking. PSAMs are highly engaged in all areas of support and management relative to the activities inherent to donor-advised fund (DAF) accounts at Fidelity Charitable and are responsible for daily operational end to end service delivery.

The Expertise and Skills You Bring

• Act as a single point of contact to our Perspectives clients for all policy and transactional questions related to their donor-advised fund account.


• Daily prioritization, problem prevention by anticipating what could go wrong and what should be audited, reactive resolution and when/how to connect with clients by being proactive and responsive


• Resolves sensitive donor and advisor issues by performing the research to ensure the resolution is complete and accurate within established quality standards and customer service expectation timeframes. Quickly identifies what business partners need to be involved and who to communicate with. Understands what the right timing is to correct the issue to set proper expectations.


• Responsible for recognizing and escalating potential areas of risk and presenting solutions to appropriate senior managers and donors and advisors.


• Communicates critical information regarding client needs to all operations teams to ensure consistent high level of service.


• Owns all communication to Donors or Advisors necessary regarding any transactional activity across Fidelity Charitable's platform, including grants, contributions, complex assets, private and alternative investing, compliance review, successors and death processing, online access support and account maintenance, account reporting and analysis, money movement, problem resolution, any other general inquiry presented.


• Consults with client regarding best practices, build out account management processes tailored to support the needs of the client, acts on any client specific requests, and provides recommendations to leadership of products and service requests that may enhance customer satisfaction and ensure a superior service experience.


• Communicates on project milestones, risks, issues, and general status to all levels within the internal team and external donor and advisors.


• Accompanies Philanthropic Strategists on some in person Service Reviews and assists in presentation preparation in addition to attending conferences and expos as appropriate.


• Makes recommendations to operational process and oversees operational aspects of transactional requests.


• Works independently and has a very strong sense of urgency as it relates to risk and customer obsession.


• Strong interpersonal navigational skills.


• Strong customer interaction skills.


• Superior attention to detail and experience with high dollar transactions.


• Operational improvement skills.


• Strong analytical skills


• Project Management Experience


• Executes with a high sense of urgency


• Strong and effective verbal and written communication skills


• Problem solving skills and general resourcefulness with excellent follow through


• Superior decision-making skills and the ability to apply judgement and operate with a high level of autonomy, makes decisions with minimal oversight that impact Donor and Advisor


• Ability to work independently in a fast-paced environment and influence appropriately


• Deep Knowledge of Fidelity Charitable's products, services, and policies and procedures


• Previous Management Experience (preferred)


• Experience coordinating across Fidelity teams; specifically Legal, Risk, Compliance, Investments, and Tax

How Your Work Impacts the Organization

The PSAM supports a specific set Ultra-high Net worth Donors and facilitates Donor and Advisor interactions via phone, eMail, Video Conference and occasionally in person meetings, consulting on a broad range of program offerings and service topics. This role is responsible for proactively building a positive client relationship with Donors and business partners across Fidelity as well as with external Advisory Firms to support our Donors requests, facilitate philanthropic conversations to understand donor's goals, consult on cross product dependencies, and facilitate solutions for very complex transactions and client issues. The PSAM optimizes the client experience as it relates to Operations and Service to drive high satisfaction, quality and efficiency for the donors and Advi