Client Service Manager I​/II; Custody - Wealth Client

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.

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

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. CSMs are supported by an operations team who process forms submitted to Fidelity and partner with Client Service Representatives (CSRs) who assist with NIGO’s, emails, and backup the phones.

Key responsibilities include:

• Handle inbound call volumes and supervise email & NIGO volumes
• Coordinate with internal business partners and advocate for clients on advanced issues
• Maintain high client satisfaction scores and influence firms to embrace new tools and technology
• Identify training opportunities and ensure that critical metrics are met
• Contribute to a positive workplace environment and demonstrate strong commitment to collaboration and shared success

CE Custody segments firms into 3 tiers:
Emerging, Preferred, and Premium. The Client Service Manager roles are as follows:

• Client Manager I – Grade 4 (Emerging)
  • Primarily hired from CSR role
  • Supports 400–500 clients, advising firms managing up to $250M in assets
• Client Manager II – Grade 5 (Preferred)
  • Primarily hired from Client Manager I role
  • Supports 100–150 clients, advising firms managing up to $1.5B in assets
  • More complex structures

• Excellent interpersonal, verbal, and written communication skills
• Ability to work well on teams in fast‑paced, cross‑collaborative environments
• Analytical thinking and ability to deliver solutions to complex challenges
• Proven leadership skills and knowledge of the Brokerage and/or Custody industry
• Intermediate to advanced knowledge of Microsoft Office applications
• Support divisional business needs while maintaining a client‑first mentality
• Optimize client experience at Fidelity and develop long‑term relationships
• Process requests accurately and timely, driving high satisfaction, quality, and efficiency
• Deliver superior results quickly and efficiently, applying effective time‑management skills