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Fidelity Investments · 1 day ago

Senior Client Experience Account Manager

Salt Lake City, UT

Full-time

Hybrid

Senior Level

5+ years exp

Fidelity Investments is a leading financial services company that offers a range of investment solutions. They are seeking a Senior Client Experience Account Manager to provide superior service to ultra-high net worth donors and strategic advisor firms, facilitating interactions and supporting financial transactions with high quality and efficiency.

Asset ManagementFinanceFinancial ServicesRetirementWealth Management

Growth Opportunities

No H1B

Responsibilities

Provides superior service while driving ideal behavior from ultra-high net worth donors and strategic advisor firms

Owns a book of business and facilitates donor and advisor interactions via phone and email

Consulting on a broad range of program offerings and service topics

Support associates as they financial transactions and respond to inquiries from Fidelity Charitable Private Donor Group donors, advisors, and non-profits

Ensuring high quality

Partners with a Private Donor Group Philanthropic Strategist in order to fulfill requests from Private Donor Group donors

Interacting with all the business units found in Fidelity Charitable

Working constantly to find solutions for the donors or firms in their book of business

Help facilitate contributions and grants in the million and sometimes billion-dollar range

Driving client behavior to increase use of online tools to improve straight through process of Premium Service client interactions

Optimizes the client experience to drive high satisfaction, quality, and efficiency for the donors, advisors, corporate clients, and Fidelity Charitable

Qualification

Customer service experienceFinancial services knowledgeProject management skillsVerbal communication skillsWritten communication skillsProblem solving skillsHigh sense of urgencyTeam leadershipOrganizational skillsCreative thinking

Required

Bachelors degree

Minimum Experience: 5 years of customer service, sales, service operations or UHNW background required

Ability to maintain successful working relationships with business partners, teammates, and clientele

High sense of urgency and understanding when to escalate to solve issues

Strong and efficient verbal and written communication skills

Problem solving skills and excellent follow through

Strong organizational skills, project management, planning, and time management

Superior decision-making skills and the ability to operate with a high level of autonomy, makes decisions with minimal oversight that impact donor and advisor

The Client Experience Account Manager role is designed to be the point person for complicated service interactions

Learning and maintaining an intricate knowledge of industry and regulatory standards ensures that appropriate expectations can be set with key firms and donors

Supporting efforts of proactive education to advisor firm POCs for dissemination to their clients

Anticipating challenges and overcoming them with creative thinking