Client Service Representative (Custody) - Wealth Client Experience

Fidelity Investments Inc.; Roanoke (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Fidelity Investments seeks a Client Service Representative to support RIAs whose clients are custodied with Fidelity. You will work within a service tier with dedicated lines of business and client service managers, handling routine requests with accuracy and timeliness.

You will engage across phone and other channels, striving for customer satisfaction and participating in a clear path toward Client Manager, with an emphasis on on-site teamwork and process discipline.

Qualifications

• Bachelor’s Degree preferred.
• 2+ years of operations/service experience in financial services.
• Solid knowledge of operational business processes and customer service.

Responsibilities

• Process routine daily transactions within scope of responsibility.
• Provide phone and other channel support to RIAs and clients.
• Ensure high quality service experience for assigned client group.
• Collaborate within a service tier with dedicated lines of business.

Skills

Customer service

Interpersonal skills

Verbal communication

Written communication

Time management

Multi-tasking

Proactive problem solving

Process adherence

Education

Bachelor’s degree preferred

Job description

Fidelity will not provide immigration sponsorship for this position.

The Role

The Client Service Representative (CSR) supports Registered Investment Advisors (RIAs) that custody their clients’ assets with Fidelity. You will work within a Service Team environment based on a service tier, which consists of dedicated lines of businesses and client service managers. You will work on all service and operational requests from a specific group of clients (or tier) and will be responsible for the overall service experience for those clients. You will be highly engaged in all areas of support relative to the activities of specific clients and business partners, including phone support and other alternative communication channels. You will work under moderate supervision to process routine, daily transaction volumes within scope of responsibility.

Many Client Service Representatives progress to the role of Client Manager. The Client Manager role has a clear promotional path starting at Client Manager I to Client Manager III with increasing responsibilities and scope of assets and number of firms supported.

The Skills You Bring

• Bachelor’s Degree preferred
• 2+ years of operations and/or service experience in the financial services industry
• You possess a solid knowledge of operational business and processes.
• You strive for customer satisfaction and by constantly seeking ways to improve the customer experience.
• You are proactive and can anticipate on opportunities to add extra value or resolve issues
• You demonstrate strong interpersonal, verbal and written communication, including answering all calls timely and professionally and listening carefully to the customer.
• You display curiosity in your work and find ways to continuously improve. You research and ask critical questions to gain clarity when face with new tasks or projects.
• You can manage your workload and prioritize competing tasks or deadlines effectively
• You are process oriented and adhere to processes and procedures to ensure the outputs are delivered effectively and efficiently
• You have a basic understanding of issue resolution/escalation and understand what resources are available for when escalation is necessary.
• You are committed to continuous learning and personal development

Value You Deliver

• Focusing on client satisfaction with specific attention in the areas of problem resolution, not in good order (NIGO) resolution, transaction processing and customer service.
• Contributing to a positive workplace environment and have a strong commitment to collaboration and shared success.
• Providing customer support through various communication channels (depending on tier)
• Providing exceptional service to all our clients by processing their requests in an accurate and timely manner.
• 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.
• Assigned work that is moderately complex and requires understanding of resources to resolve. Leverages senior team members for more complex problems or issues.

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 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.

This role can also be filled at the Grade 2 or 3 level.

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.

Certifications

Category: Brokerage Operations, Client Service Operations

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.