Co-op, Associate Client Service Manager
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Job Location:
Covington, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Job Description:
TheAssociateClient Service Manager (CSM) is part of the Client Service Managementteam within theDC Plan Services organization. This role serves asthe primary client-facing associate responsible formaintainingthe operational integrity of theretirementplan. TheAssociateCSMworksin ateam-basedservice environment and is accountable for plan-level record keeping and operational activities related tothetax-exemptchurchretirementplansthatutilizethe Simplified Contribution Platform(SCP).SCP isanonline portal through which plan administrators (e.g.church treasurers or business directors)submitretirement plan contributions for their employees.
TheACSMprovides frontline customer service supporttoSCP userswhoare responsible fortheoperational plan design and ongoing administrationof their church retirementprogram.Thisrole alsocoordinatesand prioritizesthe efforts of the operational service teamand serves as the escalation pointfor plan-level operational issues.Itsupports clients in a pooled servicemodel meaning thereis nodedicatedbook of business for this role.
Thisisprimarilyaphone-based role typically taking20-30inbound callsfrom plan administratorsdailydepending on the time of year (e.g.:higherduringyear end).Service requestsemailsprojects and other responsibilities will fill in the time between calls.Our hours of operation are 8:00AM - 6:00PM ET.
Primary Responsibilities
Respond toSCPclient phone callsregardingplan andparticipant-level issues
Addressclient emailsrelated tothe Simplified Contribution Platform
Provide SCP training and support to clients
Assistfirst-time SCP userswithplatformaccess logginginACH bank accountsetupand contributionsubmissionsto their 403(b) plan
Collaborate with internal business partners to ensuretimelyresolution ofclient escalations
Serve as theescalationpointfor operational issues and service recovery efforts
Obtain formal direction fromauthorizedclientrepresentative
Educate andtrainclientson service changesand ensure proper implementation
Review changes to ensureaccuracy andalignment with clientrequests
Supportthe CSM Work Group Leaders and Managerswith special projects and management routines
Education and Experience
Bachelors degree preferred
2-5years of relevant experiencein a customer service role preferably a call center
Experiencebuildingandmaintainingrelationships with key client operational decision-makers
Experiencefacilitatingclient interactionsviaphoneor in person
Skills and Knowledge
Demonstrates a strong knowledge of industry trends and issues Fidelity processes procedures services and apply knowledge to theclientbusinessobjectivesand needs
Ability tomaintaincontrol of situations througheffectivepositioning and escalation
Critical thinkingandproblem solvingskills
Masteryofinfluencingand active listeningskills
Exceptionalclientservice and consultativeskills
Takes control of situations brings teams together andfacilitatesproblem solving
Accountabilityandownership of outcomes
Strong regulatory knowledge of 403 (b)plans
Strong leadership and team collaboration skills
Technical and operations knowledge
Ability topriortizetasks meet goalsandmanagedeadlines
Soundjudgment and ability to influence and execute strategies with clients
Customer service oriented including the ability torepresentfirm in post-sale meetings andrelationship management
ProficiencyinMicrosoft Office applicationsisa plus
About FidelityInvestments
Fidelity Investments is one of the worlds largest providers of financial services. Founded in 1946 the firm is a leading provider of investment management retirement planning portfolio guidance brokerage benefits outsourcing and many other financial products and services to more than20 million individualsand institutions as well as through 5000 financial intermediary firms. For more information about Fidelity Investments visit Investments is an equal opportunity employer.
Certifications:
Category:
AdministrationMost roles at Fidelity are Hybrid requiring associates to work onsite every other week (all business days M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Some roles may have unique onsite requirements. Please consult with your recruiter for the specific expectations for this position.
Please be advised that Fidelitys 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.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Time Management
- Food Service
- Data Entry
- Customer Service
- Direct Support
- Computer Skills
- Serving Experience
- Medical office experience
- Dietary Department Experience
- Medical Terminology
- Phone Etiquette
About Company
The benefits you provide are about more than your workplace. They’re about life. Together, let’s create a program that meets the changing needs of your employees and your business.
