Client Service Manager / Sr. Manager, IWMS CE Family Office

Job Description:

Do you want to work for a fast paced, entrepreneurial 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, tracking, trending, and resolving day to day operational issues for our family office clients.

This role is available in 1) Boston, MA 2) Westlake, TX and 3) Smithfield, RI.

The Expertise We’re Looking For

• Bachelor’s degree or commensurate work experience required
• 5+ years of operations and/or service experience in the financial services industry
• Ultra High Net Worth experience desired
• Series 7 required
• Series 63 preferred, required to obtain within 60 days

The Purpose of Your Role

The Fidelity Family Office Services (FFOS) team serves the single-family office, multi-family office and ultra-high net worth investor segments. FFOS provides custody, brokerage, investment services, reporting and administrative capabilities to these clients. The team provides products and services to support the needs of family office executives so they in turn can exceed the expectations of their family member clients.

To ensure that FFOS clients receive seamless integration and delivery of products and services, a dedicated Client Service Manager (CSM) is assigned to each client to be a singular point of contact for all day-to-day operational and service needs. In this role you will support the tactical and strategic service needs of institutional customers both individually and as a member of a Relationship Management team. The majority of your time will be spent on client satisfaction with specific attention to the areas of client service, relationship management, problem resolution, and process improvement.

The Skills You Bring

• Your excellent interpersonal, verbal and written communication skills
• You have the ability to work in a fast paced, deadline oriented environment
• You bring an entrepreneurial spirit and the ability to work collaboratively across an organization
• Your proven leadership skills  
• Your project management experience is preferred and business analysis, process improvement and consulting experience is a plus
• You have knowledge of the brokerage, family office or RIA industry
• Your advanced knowledge of MS Office
• Your prior experience working directly with Ultra High Net Worth clients

The Value You Deliver

• Optimizing the client experience at Fidelity and developing long term relationships and partnerships with clients
• Responding directly to all client inquiries: telephone, fax, email and written correspondence
• Driving high satisfaction, quality and efficiency for both the client and Fidelity
• Conducting data analysis in order to drive change and process improvement with our teams and our clients
• Proactively managing client issues and resolve problems in a timely and accurate manner. Ability to influence and partner with team members outside of FFOS.
• Actively participate in client meetings and formal client reviews
• Training and educating clients in the areas of process, policy and procedures  
• Mentoring other associates

How Your Work Impacts the Organization

Fidelity Family Office Services is the business unit that provides custody, brokerage, investment and reporting services to family offices, wealthy families and the advisors that support them. Fidelity Family Office Services is a cost-effective alternative for clients who want institutional capabilities delivered with objective guidance, exceptional service, integrity, and security. We provide services to more than 350 family office clients across the country. We have a strong culture of engagement, service execution and employee recognition. Click here to learn more about the FFOS culture: https://familyoffice.fidelity.com/app/item/RD_13569_44227.html

NOTE: This job posting is for future hiring.

Certifications:

Category:

Client Service

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.