Senior Client Experience Account Manager

Job Description:

Senior Client Experience Account Manager

The Role

The Senior Client Experience Account Manager is a dedicated service professional who provides superior service while driving ideal behavior from ultra-high net worth donors and strategic advisor firms, the most complex relationships within Fidelity Charitable. Each CXAM 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. The CXAM support associates as they financial transactions and respond to inquiries from Fidelity Charitable Private Donor Group donors, advisors, and non-profits, while ensuring high quality. The CXAM also partners with a Private Donor Group Philanthropic Strategist in order to fulfill requests from Private Donor Group donors.

The Expertise and Skills You Bring

• Bachelors degree
• Minimum Experience: 5 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.
• 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.

The Team

The Client Experience Account Manager is responsible for interacting with all the business units found in Fidelity Charitable. They are working constantly to find solutions for the donors or firms in their book of business and in doing so will help facilitate contributions and grants in the million and sometimes billion-dollar range. This role is responsible for driving client behavior to increase use of online tools to improve straight through process of Premium Service client interactions. The PSAM optimizes the client experience to drive high satisfaction, quality, and efficiency for the donors, advisors, corporate clients, and Fidelity Charitable.

Company Overview

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 the charitable organization’s employees and supports all its functions: Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

Certifications:

Category:

Client Service

Most 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.

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.