Associate Client Service Manager

Job Description:

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), for example 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 (ex: volume will be higher during year end). Service requests, emails, projects, and other responsibilities will fill in the downtime in between calls.

Our hours of operation are 8:00AM - 7:00PM ET. We are very interested in finding candidates able to work the 10:30AM - 7:00PM ET shift.

Primary Responsibilities

• 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 (roth, loans, hardship, etc.)
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that 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
• Provides education/training on service changes
• Review changes to ensure they were made according to request
• Performs 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
• The Associate CSM will be cross trained to support TEM Core and TEM Large Market clients as volume demands (during year end, etc)

Education and Experience

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

Skills and Knowledge

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Maintain control of situations through appropriate positioning and escalation
• Critical thinking
• Have mastered influencing skills and active listening
• Top notch client skills
• Has extremely strong consultative skills
• Takes control of situations, brings teams together and facilitates problem solving
• Feels fully accountable and drives ownership
• Strong regulatory knowledge of 403 (b) plans,
• Ability to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution
• Demonstrated ability to negotiate with clients and all business partners
• Technical and operations knowledge
• Ability to set priorities, meet goals and deadlines
• Use of judgment and ability to influence and execute strategies with clients
• Customer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship
• Microsoft Office applications are a plus

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

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.

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