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About the Role

The Client Service Manager will be the key contact for servicing, educating, tracking, trending, and resolving day-to-day operational issues for family office clients. This role supports the tactical and strategic service needs of institutional customers, focusing on client satisfaction, relationship management, problem resolution, and process improvement.

Responsibilities

• Serve as the key contact for servicing, educating, tracking, trending, and resolving day-to-day operational issues for family office clients.
• Support the tactical and strategic service needs of institutional customers.
• Focus on client satisfaction, relationship management, problem resolution, and process improvement.
• Respond directly to all client inquiries via telephone, fax, email, and written correspondence.
• Drive high satisfaction, quality, and efficiency for both the client and Fidelity.
• Conduct data analysis to drive change and process improvement.
• Proactively manage client issues and resolve problems in a timely and accurate manner.
• Influence and partner with team members outside of FFOS.
• Actively participate in client meetings and formal client reviews.
• Train and educate clients on process, policy, and procedures.
• Mentor other associates.

Requirements

• Bachelor’s degree required.
• 5 years of operations and/or service experience in the financial services industry.
• Series 7 required.
• Series 63 preferred, required to obtain within 90 days.
• Fidelity will not provide immigration sponsorship for this position.

Skills

• Excellent interpersonal, verbal, and written communication skills.
• Ability to work in a fast-paced, deadline-oriented environment.
• Entrepreneurial spirit and ability to work collaboratively.
• Proven leadership skills.
• Project management experience preferred.
• Business analysis, process improvement, and consulting experience is a plus.
• Knowledge of the brokerage, family office, or RIA industry.
• Advanced knowledge of MS Office.
• Prior experience working directly with Ultra High Net Worth clients.

Location

• Onsite

Work Type

• Full-time
• Onsite

Experience Level

• 5 years of operations and/or service experience in the financial services industry

Education Level

• Bachelor's degree

Salary/Compensations

• $79,000-153,000 USD per year

Benefits

• Comprehensive health care coverage
• Emotional well-being support
• Market-leading retirement
• Generous paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources

About the Company

• Fidelity Family Office Services (FFOS) 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.
• The team provides products and services to support family office executives.
• Fidelity Family Office Services is a cost-effective alternative for clients seeking institutional capabilities 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.
• Fidelity is transitioning to a full-time onsite working model.

Equal Opportunity

• Fidelity’s business is governed by various laws and regulations that may restrict hiring individuals with certain Criminal Histories.