Client Service Manager

About This Role

This role is a Client Service Manager within the Tax Exempt Market (TEM) Plan Services organization, focusing on the operational integrity of client plans. The manager will build and maintain daily relationships with client decision-makers, addressing complex operational issues and coordinating service efforts.

Responsibilities

• Respond to client phone calls and emails related to participant-level issues
• Submit projects for plan-level changes/enhancements for Team-Based CSM clients
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners to ensure timely responses to client requests and escalations
• Respond timely to internal requests
• Serve as the point of escalation for operational issues and service recovery efforts
• Obtain formal direction from the client from the proper authorized requestor as required
• Provide education/training on service changes
• Review changes to ensure they were made according to the request
• Consult with clients regarding the legal ramifications of not complying with NDT results
• Assist with delivery of test results and interpretation (e.g., for plans that fail NDT testing, follow-up discussions to determine if a change to business plan is required)
• Serve as an operational consultant during client onboarding for new Implementations and corporate actions
• Consult on regulatory changes and ensure the plan is updated in compliance with regulatory changes

Requirements

• 5-10 years of relevant experience, preferably with 5 years in defined contribution
• Experience establishing and maintaining relationships with key client operational decision-makers
• Experience facilitating client interactions (phone, face to face)
• Strong knowledge of industry trends and issues, Fidelity processes, procedures, and services
• Strong regulatory knowledge of 403(b) plans, NQ plans, products and application

Qualifications

• Bachelor's degree preferred
• 5-10 years of relevant experience, preferably with 5 years in defined contribution

Nice to Have

• Microsoft Office applications

Skills

* Required skills