Client Experience Account Manager

Job Description:

Client Experience Account Manager

Note: Fidelity is not providing immigration sponsorship for this position

The Role

The Client Experience Account Manager is a member of the Service Delivery Client Services team, specifically with the Premium Services Team, working closely with the Private Donor Group and Philanthropic Strategists. You will primarily be responsible for the timely and accurate processing and researching for High Net Worth donors. The Senior Specialist will process standard and non-standard requests, meet program SLA's, and prioritize expedited requests without sacrificing quality. As a member of FC's Service Delivery team, the Senior Specialist will be part of a highly motivated, fast-paced team, must have a strong understanding of service operations, and must be able to manage priorities well. The Senior Specialist will provide guidance, education and ensures Fidelity Charitable is surpassing all of the HNW Donors' needs.

• Bachelors degree
• Minimum Experience: 2-3 years of customer service, sales, service operations or UHNW background required. Experience in the financial services industry, specifically brokerage or investments preferred but not required.
• Strong and effective verbal and written communication skills
• Demonstrated attention to detail, with good follow-through
• Strong organizational, planning, multi-tasking, time management skills
• Demonstrated problem solving skills
• Ability to work under pressure and within tight deadlines
• Demonstrated ability to identify and mitigate potential areas of risk
• Working knowledge of Fidelity systems (XTRAC, RepApp), a plus
• You have a high sense of urgency and understand when to escalate
• Your strong and effective verbal and written communication skills required
• Your very best problem-solving skills with excellent follow through
• Your strong organizational skills, planning and time management
• You are a team player with the ability to influence without authority
• You are flexible with overtime as requested (especially December - Giving Season)
• Collaborating with internal Charitable business partners to fulfill special handling
• Employing good sound judgment in decision making or problem resolution
• Delivering a great customer experience with each interaction to help strengthen donor relationships
• Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting, Charitable Investment Advisor Program, and Complex Assets
• Process high value contributions of cash equivalents and securities
• Ensure daily work meets accuracy standards and is completed in a timely manner, with appropriate tracking and escalation of aging items
• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization
• Maintain up-to-date procedures for those functions for which responsible