Client Experience Account Manager

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position

Client Experience Account Manager

The Role

The Client Experience Account Manager is a member of the Service Delivery Client Services team, specifically with the Premium Services Team, working closely with the Private Donor Group and Philanthropic Strategists. You will primarily be responsible for the timely and accurate processing and researching for High Net Worth donors. The Senior Specialist will process standard and non-standard requests, meet program SLA’s, and prioritize expedited requests without sacrificing quality. As a member of FC’s Service Delivery team, the Senior Specialist will be part of a highly motivated, fast-paced team, must have a strong understanding of service operations, and must be able to manage priorities well. The Senior Specialist will provide guidance, education and ensures Fidelity Charitable is surpassing all of the HNW Donors’ needs.

You will engage with donors and advisors using conversational techniques to understand the scope of their request, capture relevant information and identify a solution, if necessary. It’s more than just taking a call and processing a transaction - our donors are generously giving to non- profit organizations in an effort to meet their philanthropic goals. You get to be a part of that!

The Expertise and Skills You Bring

• Bachelors degree

• Minimum Experience: 2-3 years of customer service, sales, service operations or UHNW background required. Experience in the financial services industry, specifically brokerage or investments preferred but not required.

• Strong and effective verbal and written communication skills

• Demonstrated attention to detail, with good follow-through

• Strong organizational, planning, multi-tasking, time management skills

• Demonstrated problem solving skills

• Ability to work under pressure and within tight deadlines

• Demonstrated ability to identify and mitigate potential areas of risk

• Working knowledge of Fidelity systems (XTRAC, RepApp), a plus

• You have a high sense of urgency and understand when to escalate

• Your strong and effective verbal and written communication skills required

• Your very best problem-solving skills with excellent follow through

• Your strong organizational skills, planning and time management

• You are a team player with the ability to influence without authority

• You are flexible with overtime as requested (especially December – Giving Season)

• Collaborating with internal Charitable business partners to fulfill special handling

• Employing good sound judgment in decision making or problem resolution

• Delivering a great customer experience with each interaction to help strengthen donor relationships

• Clearly understanding and articulating the full suite of Fidelity Charitable products and services to include Direct International Granting, Charitable Investment Advisor Program, and Complex Assets

• Process high value contributions of cash equivalents and securities

• Ensure daily work meets accuracy standards and is completed in a timely manner, with appropriate tracking and escalation of aging items

• Suggest process improvements and system enhancements that will increase efficiency and/or mitigate risk to the organization

• Maintain up-to-date procedures for those functions for which responsible

The Team

The Fidelity Charitable Gift Fund (Fidelity Charitable) is a public charity that sponsors the largest national donor-advised fund program. Since 1991, Fidelity Charitable 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 and Compliance, and Fundraising.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

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.