Associate Client Service Manager

Associate Client Service Manager

Published:
Apr 28,

Time onsite: blend of both onsite and offsite work (~50%)

Hybrid

• Covington, KY
• Westlake, TX

• Sales & Relationship Management

Associate

Note:
Fidelity will not provide immigration sponsorship for this position

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), such as Church Pension Group.

The Tax Exempt Small Market consists of 7,000 clients, totaling $21B in assets.

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 (e.g., volume higher during year-end). Service requests, emails, projects, and other responsibilities fill downtime between calls. Our hours of operation are 8:00 AM – 6:00 PM ET.

• 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 (e.g., Roth, loans, hardship, etc.)
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure 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
• Provide education/training on service changes
• Review changes to ensure they were made according to request
• Perform 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
• Cross‑train to support TEM Core and TEM Large Market clients as volume demands (e.g., during year‑end)

• Bachelor's degree preferred
• 3-5 years of relevant experience, preferably with 2 years in defined contribution
• Experience establishing and maintaining relationships with key client operational decision makers
• Experience facilitating client interactions (phone, face to face)

• Strong knowledge of industry trends, Fidelity processes, procedures, services, and ability to apply this knowledge to meet client business objectives and needs
• Maintain control of situations through appropriate positioning and escalation
• Critical thinking
• Mastered influencing skills and active listening
• Top‑notch client skills
• Extremely strong consultative skills
• Command of situation resolution, team facilitation, and problem solving
• Accountable and ownership driven
• Strong regulatory knowledge of 403(b) plans
• Leadership in a team environment; demonstrated ability to focus on outcomes and identify solutions
• Negotiation skills with clients and business partners
• Technical and operations knowledge
• Priority setting, goal and deadline management
• Judgment and strategy influence for clients
• Customer‑service orientation, including post‑sale meetings and ongoing relationships
• Microsoft Office proficiency (plus)

None specified.

Client Service

Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate an accommodation request, contact the HR Accommodation Team at  or 800‑835‑5099, prompt 2, option 3.

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.