Job Description:
The Role
The Client Service Manager II (CSM II) is the primary point of contact for a portfolio of Registered Investment Advisors (RIAs) within Fidelity’s Preferred segment. In this role, you will service, educate, and resolve day-to-day operational needs while building strong, proactive relationships with your clients. You will manage a larger book of mid-market advisory firms (typically up to $1.5B in assets), requiring a solid understanding of each firm’s structure and business needs. You will handle inbound call volumes, oversee email and NIGO workflows, and collaborate closely with operations teams and Client Service Representatives (CSRs) to ensure timely and accurate service.
As a CSM II, you are expected to take a more proactive approach in anticipating client needs, coordinating with internal partners, and advocating for clients on more complex service issues. Success in this role is driven by client satisfaction, operational efficiency, and your ability to strengthen long-term client partnerships while contributing to a collaborative team environment.
The Expertise and Skills You Bring
Bachelor’s Degree preferred
5+ years of operations and/or client service experience in financial services
Series 7 required
Working knowledge of brokerage and/or custody industry
Core Skills:
Strong interpersonal, verbal, and written communication skills
Ability to collaborate effectively in fast-paced, cross-functional teams
Analytical thinking with problem-solving capabilities
Demonstrated leadership potential
Intermediate to advanced Microsoft Office proficiency
Additional Strengths:
Ability to manage high-volume workflows across calls, emails, and NIGOs
Proactive client management and relationship-building skills
Strong organizational and time management abilities
Ability to identify training needs and support adoption of tools and technology
Curiosity and continuous improvement mindset
The Team
The team is fast-paced, highly collaborative, and focused on delivering exceptional client experiences while driving efficiency and continuous improvement. The Client Service Manager II is part of the Client Experience (CE) division within Fidelity Clearing & Custody Solutions (FCCS), which supports RIAs, asset managers, banks, and broker-dealers across custody and clearing platforms. Within CE Custody, firms are segmented into three tiers:
Core – smaller advisory firms
Preferred – mid-market firms (CSM II focus)
Premium – largest and most complex firms
As a CSM II, you will support approximately 20–25 firms within the Preferred segment. You will work closely with:
Operations teams managing transaction processing
Client Service Representatives (CSRs) assisting with NIGOs, emails, and phone coverage
Internal business partners to address client needs and resolve issues
The organization emphasizes development and internal mobility, with career progression opportunities into:
Client Service Manager III (Premium segment)
Central Control Team
Implementation & Transition Project Management
Leadership roles such as Operations Manager or Senior Director
How Your Work Impacts the Organization
The Client Experience (CE) division drives the service strategy for clients of Fidelity Clearing & Custody Solutions ("FCCS"), which includes banks and broker dealers in the clearing space and registered investment advisors ("RIA"), professional asset managers, strategic acquirers, and retirement advisors and administrators in the custody space. CE provides clients with support of daily activities and overall business strategy in an effort to optimize their experience with Fidelity, in the areas of implementation support, technology services, deployment and client training, analysis and data processing, in addition to client management and service support.
NOTE: This role does not support sponsorship.
Certifications:
Series 07 - FINRACategory:
Client ServicePlease 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.
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.