Client Service Manager I / II - (Custody) - Wealth Client Experience

Fidelity; Westlake (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Fully paid parental leave

On-site health and wellness centers

Job summary

Fidelity is seeking a Client Service Manager I/II (Custody) in Westlake, TX to serve as the primary contact for custody client relationships and RIAs. You will educate clients, resolve operational issues, and collaborate with internal teams to meet service metrics.

The role requires 5+ years in financial services operations, Series 7, and strong communication. This onsite position supports Fidelity’s client-first approach and growth in the wealth management space.

Qualifications

• 5+ years of operations and/or service experience in the financial services industry.

Responsibilities

• Serve as primary point of contact for custody clients and RIAs.
• Educate clients on procedures and resolve day-to-day operational issues.
• Coordinate with internal partners and CSRs to process requests.
• Monitor inbound calls, emails, and issue resolution performance.
• Identify training opportunities and contribute to client satisfaction metrics.
• Support career growth pathways within the client service organization.

Skills

Interpersonal skills

Leadership

Analytical thinking

Communication

Team collaboration

Series 7

Education

Bachelor’s degree preferred

Tools

MS Office

Job description

Sales & Relationship Management

Client Service Manager I / II - (Custody) - Wealth Client Experience

Published: Sep 15

Fidelity is transitioning to a full-time onsite working model in phases by region and role. See job description for more information.

Onsite

Location

• Westlake, TX

Team

• Sales & Relationship Management

Experience Level

Manager

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position

Please note this is a pipeline requisition. As opportunities become available, we will evaluate applicants and reach out when we have viable a position open.

We are currently hiring for both the CSM I & CSM II

Client Service Manager I - Grade level 4

Client Service Manager II - Grade level 5

Client Service Manager I / II

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 Manager where you will be the key contact in servicing, educating, and resolving day to day operational issues for our Custody clients.

The Expertise We’re Looking For

• Bachelor’s Degree preferred
• 5+ years of operations and/or service experience in the financial services industry
• Series 7 required

The Purpose of Your Role

The Client Service Manager (CSM) supports a book of Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. The CSM is the primary point of contact for all service and operational needs for the firms in their book. CSM’s are supported by an operations team who process forms submitted to Fidelity. They also partner with Client Service Representatives (CSRs) who assist with NIGO’s, emails and backup the phones. Client Service Managers are responsible for handling inbound call volumes, supervising email & NIGO volumes, coordinating with internal business partners, and advocating for your clients on advanced issues. Your goals include, maintaining high client satisfaction scores, influencing your firms to embrace new tools and technology, identifying training opportunities, and ensuring that your firms critical metrics are met. CSMs 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:

• Emerging – 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 - (Grade 4) in our Emerging segment are primarily hired from our CSR role.
  • Provides support to advisory firms on a team-based environment
  • Advisory firms generally manage up to $250M in assets
  • An Emerging team may support 400-500 clients

• Client Manager II - (Grade 5) in our Preferred segment are primarily hired from the Client Manager I role in Emerging.
  • 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
  • A Preferred team may support 100-150 clients

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 proven leadership skills.
• 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 long term 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, applying effective time management skills.
• Actively participate in client meetings and client service reviews.
• 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.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Benefits that balance life and work

From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

Company overview

Company overview

At Fidelity, we are passionate about 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. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.

Reasonable accommodations

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 Accommodation Team by sending an email to [e-mail], or by calling 800-835-5099, prompt 2, option 3.

Equal opportunity employer

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.

Applicant screening

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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