Fidelity Bank · 4 hours ago
Client Service Manager
Covington, KY
Full-time
Hybrid
Senior Level
5+ years expFidelity Bank is a financial services company seeking a Team-Based Client Services Manager to join their Tax Exempt Market Plan Services organization. The CSM is responsible for managing client relationships and ensuring operational integrity of plans while resolving complex issues and coordinating internal teams.
BankingBitcoinCustomer ServiceFinancial ServicesInsuranceWealth Management
No H1B
Responsibilities
Respond to client phone calls and emails related to participant-level issues
For Team-Based CSM clients, submit projects for plan-level changes/enhancements
Provide PSW/SCP training and support to clients
Collaborate with internal business partners to ensure that client requests and escalations are responded to timely
Respond timely to internal requests
Point of escalation for operational issues and service recovery efforts
Obtain formal direction from client from proper authorized requestor as required
Provides education/training on service changes
Review changes to ensure they were made according to request
Consult with clients regarding legal ramification of not complying with NDT results
Assist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)
Serves as operational consultant during client on boarding for new Implementations and corporate actions
Responsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes
Qualification
Required
Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
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
Has 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; and 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, including the ability to represent firm in post-sale meetings and ongoing relationship
Preferred
Bachelor's degree preferred
5-10 years of relevant experience, preferably with 5 being in defined contribution
Experience establishing and maintaining relationships with key client operational decision makers
Experience facilitating client interactions (phone, face to face)
Microsoft Office applications are a plus
Company
Fidelity Bank
Fidelity Bank is a commercial bank providing services financial sercvices.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-12-17Acquired
2014-09-01Private Equity
Company data provided by crunchbase