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 - 6:00PM ET.
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
Certifications:
Category:
Client ServiceMost 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. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.
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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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Hybrid work schedule
Fidelity’s hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.