Client Service Manager

About the role

Fidelity will not provide immigration sponsorship for this position.

About the role

The Team-Based Client Services Manager (CSM) is part of the Client Service Management, Tax Exempt Market (TEM) Plan Services organization and is a key client facing associate responsible for the operational integrity of the plan. The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.

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 focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes.

They coordinate and prioritize the efforts of the internal operational service team, Managing Directors, aligned CSMs and back-office processing groups. This role supports clients in a team service model so the Team-Based CSM provides both Plan-Level (CSM) and Participant-Level (CSA) expertise and support to Tax Exempt plan administrators. There is no aligned book of business for this role.

The CSM may be primarily phone-based, primarily email/XTRACs-based, or a hybrid depending on business needs and skillset of the associate. Our hours of operation are 8:00AM - 7:00PM ET.

Primary Responsibilities

• Respond to client phone calls and emails related to participant-level issues
• For Team-Based CSM clients, submit projects for plan-level changes/enhancements (AE, AIP, EDT, OLE, eCertify Hardships, etc.)
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timely
• Respond timely to internal requests (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
• Consult with clients regarding legal ramification of not complying with NDT results
• Assist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)
• Serves as operational consultant during client on boarding for new Implementations and corporate actions
• Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes

Education and Experience

• Bachelor's degree preferred
• 5-10 years of relevant experience, preferably with 5 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
• Relationship professionals
• Impacts organization through mentoring and coaching of others
• 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, NQ plans, products and application
• 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 project manage, 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

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.