Associate Client Service Manager

Job Description: Note: Fidelity will not provide immigration sponsorship for this position The Associate Client Service Manager (CSM) is part of the Client Service Management, DC Plan Services organization and is the primary client facing associate responsible for the operational integrity of the plan. The Associate CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to the Tax Exempt Small Market segment and divisional church plans who use the Simplified Contribution Platform (SCP), for example Church Pension Group. The Tax Exempt Small Market consists of 7,000 clients, totaling $21B in assets. The CSM establishes, maintains and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they coordinate and prioritize the efforts of the operational service team including serving as the point of escalation for plan level operational issues. This role supports clients in a 'pooled' service model so the CSM provides both Plan-Level (CSM) and Participant-Level (CSA) support to customers. There is no aligned book of business for this role. This will be a primarily phone-based role, typically taking 10-20 inbound calls from plan administrators per day, depending on the time of year (ex: volume will be higher during year end). Service requests, emails, projects, and other responsibilities will fill in the downtime in between calls. Our hours of operation are 8:00AM - 6:00PM ET. Primary Responsibilities Respond to TEM Small Market and SCP client phone calls related to plan and participant-level issues Respond to client emails regarding the Simplified Contribution Platform For Tax Exempt Small Market clients, submit projects for plan-level changes/enhancements (roth, loans, hardship, etc.)