Client Services Manager, Plan Operations

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 Service
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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