Premium Service Manager/ Senior Premium Service Manager

Durham, NC
September 17 2018

Premium Service Manager


**depending on the level of experience and skills of the candidate we have the flexibility to hire at either a Manager or Senior Manager level.


The Expertise We're Looking For

  • Bachelor's degree and 5-7 years of experience in customer service or service operations (including 2 years of management or supervision) required

  • Experience working with UHNW Clients and Advisors a plus

  • Working knowledge of Fidelity systems (XTRAC, FBSI) preferred

The Purpose of Your Role

The Premium Service Manager is responsible for ensuring exceptional service to Fidelity Charitable's (FC) most complex clients; ultra-high net worth donors and strategic advisors.  The Premium Service Manager will lead a dynamic team of Customer Service Managers and Customer Service Associates towards work organization, risk management, process improvement and the achievement of desired business goals and results.

The Skills You Bring

  • Strong and effective verbal and written communication skills

  • Demonstrated focus on the customer

  • Superior organizational, planning and time management skills

  • Strong business acumen and analytical skills

  • Demonstrated attention to detail, with good follow-through

  • Technical aptitude, including a proficiency in Microsoft Excel and Word

  • Ability to work under pressure as well to tight deadlines

  • Demonstrated ability to work in a fast-paced environment, with increased seasonal demands that require flexibility and the ability to multitask.

The Value You Deliver

  • Manage a team of Client Service Managers and Client Service Associates, including goal setting, development planning, and performance management.  Promote employee retention and growth by creating career paths and opportunities to broaden associate knowledge and skill base.

  • Analyze work distribution and capacity.  Monitor queues, call volume, and email volume to ensure service goals are attained. Generate reports on activity of UHNW donors and strategic advisors to track issues that require follow-up.

  • Ensure high-quality, high-touch service to FC's UHNW donors and strategic advisors through transactions processed via phone and email, as well as through the communication of policies, procedures, problem resolution, and investment fund performance.

  • Manage ongoing special handling agreements and review exception requests.  Oversee non-standard and high dollar transactions.  Inform and consult with appropriate stakeholders as needed.

  • Act as primary point of contact for advisor escalations and high touch relationships.

  • Collaborate with VP of Relationship Management, Relationship Managers, and Program team to improve Premium Service support model and grow and scale UHNW and advisor offerings.

  • Work collaboratively with all Fidelity Charitable teams (Operations, Fundraising, Compliance, Program, and Business Analytics) to prioritize Premium Service requests and initiatives.  Identify and implement process improvements and system enhancements to increase efficiency and/or mitigate risk to the organization.

  • Develop and maintain strong and effective business relationships with internal and external business partners, including but not limited to: Fidelity Institutional Wealth Services and Fidelity Family Office Services.

  • Manage service-related projects as needed.

How Your Work Impacts the Organization

The Fidelity Charitable Gift Fund (“Fidelity Charitable”) is a public charity that sponsors the largest national donor-advised fund program ( Since 1991, Fidelity Charitable (FC) has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees, which has hired Fidelity Investments as the service provider to the charity.  Fidelity Investments provides all of the charitable organization's employees and supports all of its functions:  Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk, Compliance, and Fundraising.

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