Client Service Manager II - Family Office - Wealth Client Experience

Client Service ManagerDo 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.The Expertise We're Looking ForBachelor's degree or commensurate work experience required5+ years of operations and/or service experience in the financial services industryUltra High Net Worth experience desiredSeries 7 requiredSeries 63 preferred, required to obtain within 60 daysThe Purpose of Your RoleThe 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 BringYour excellent interpersonal, verbal and written communication skillsYou have the ability to work in a fast paced, deadline oriented environmentYou bring an entrepreneurial spirit and the ability to work collaboratively across an organizationYour proven leadership skillsYour project management experience is preferred and business analysis, process improvement and consulting experience is a plusYou have knowledge of the brokerage, family office or RIA industryYour advanced knowledge of MS OfficeYour prior experience working directly with Ultra High Net Worth clientsThe Value You DeliverOptimizing the client experience at Fidelity and developing long term relationships and partnerships with clientsResponding directly to all client inquiries: telephone, fax, email and written correspondenceDriving high satisfaction, quality and efficiency for both the client and FidelityConducting data analysis in order to drive change and process improvement with our teams and our clientsProactively 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 reviewsTraining and educating clients in the areas of process, policy and proceduresMentoring other associatesHow Your Work Impacts the OrganizationFidelity 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.The base salary range for this position is $66,000-125,000 USD per year.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.