Client Service Manager II - (Custody) - Wealth Client Experience

Job Description:

The Role

• The Client Service Manager II (CSM II) supports Registered Investment Advisors (RIAs) that custody assets with Fidelity
• This role is one of several point of contacts within the service team for all service and operational needs for the RIAs within the Preferred Segment
• Serves as liaison between the RIAs and internal business partners, including operations, technology, and trading
• Partners with Client Service Representatives (CSRs) who assist with NIGO's, emails and inbound phone calls
• Responsible for handling inbound phone inquiries, supervising email and NIGO volumes, coordinating with internal business partners, and advocating for clients on simple and/or advanced issues.
• Your goals include maintaining satisfactory client service levels, high client satisfaction scores, influencing firms to embrace tools and technology, identifying training opportunities, while ensuring an overall world class client experience
• The CSM II is expected to be key contributors to a positive workplace environment; maintaining a strong commitment to collaboration and shared success.
• Provides support to advisory firms in a team-based environment
• Proactively works with our firms to ensure strategic alignment and growth
• Meets/exceeds established KPIs
• Aligns client needs with business goals/objectives

• Bachelor's Degree preferred
• At least 1 year in current role
• 5 years of operations and/or service experience in the financial services industry preferred
• Series 7 required

• Your excellent interpersonal, verbal and written communication skills.
• Your Relationship Building and Management skills
• Your ability to work well on teams and in fast-paced, cross-collaborative environments.
• You think analytically and deliver solutions to complex challenges.
• Your proven leadership skills.
• Your knowledge of the Brokerage and/or Custody industry.
• You have intermediate to advanced knowledge of Microsoft Office applications.