Client Service Manager
$66,000–$125,000 year
On-siteSalt Lake City, Utah, United States or Greenwood Village, Colorado, United States
Job Summary
Respond to client phone calls and emails regarding participant-level issues, then submit projects for plan-level changes and enhancements. Provide PSW/SCP training to clients, serve as the point of escalation for operational issues and service recovery, and consult on regulatory changes to ensure plan compliance. Coordinate with internal business partners to address escalations, review service changes for accuracy, and assist in delivering test result interpretations. Act as an operational consultant during client onboarding for new implementations and corporate actions. This Team-Based Client Service Manager supports Tax Exempt plan administrators with both plan-level and participant-level expertise.
Required Qualifications
- Bachelor's degree
- 5-10 years of relevant experience
- 5 years in defined contribution
- Experience establishing and maintaining relationships with key client operational decision makers
- Experience facilitating client interactions (phone, face to face)
- Demonstrates a strong knowledge of industry trends and issues
- Fidelity processes, procedures, services
- Maintain control of situations through appropriate positioning and escalation
- Relationship professionals
- Impacts organization through mentoring and coaching of others
- Critical thinking
- Have mastered influencing skills and active listening
- Top notch client skills
- Extremely strong consultative skills
- Takes control of situations, brings teams together and facilitates problem solving
- Feels fully accountable and drives ownership
- Strong regulatory knowledge of 403 (b) plans, NQ plans, products and application
- Ability to be a leader in a team environment
- Demonstrates the ability to get things done
- Demonstrates confidence in building a case with a successful outcome
- Proven ability and success in identifying issues, identify solutions and determine and act upon best solution
- Demonstrated ability to negotiate with clients and all business partners
- Technical and operations knowledge
- Ability to project manage, set priorities, meet goals and deadlines
- Use of judgment and ability to influence and execute strategies with clients
- Customer service oriented
- Ability to represent firm in post-sale meetings and ongoing relationship
- Microsoft Office applications
- 100% onsite presence
Desired Qualifications
- Education and Experience
- Skills and Knowledge
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