Associate Client Services Manager

The Associate Client Service Manager (CSM) is part of the Client Service Management team within the DC Plan Services organization. This role serves as the primary client-facing associate responsible for maintaining the operational integrity of the retirement plan. The Associate CSM works in a team-based service environment and is accountable for plan-level record keeping and operational activities related to the tax-exempt church retirement plans that apply the Simplified Contribution Platform (SCP). SCP is an online portal through which plan administrators (e.g. church treasurers or business directors) submit retirement plan contributions for their employees.
The ACSM provides frontline customer service support to SCP users, who are responsible for the operational plan design and ongoing administration of their church retirement program. This role also coordinates and prioritizes the efforts of the operational service team and serves as the customer concern point for plan-level operational issues. It supports clients in a “pooled” service model, meaning there is no dedicated book of business for this role.
This is primarily a phone-based role, typically taking 20-30 inbound calls from plan administrators daily, depending on the time of year (e.g.: higher during year end). Service requests, emails, projects, and other responsibilities will fill in the time between calls. Our hours of operation are 8:00 AM - 6:00 PM ET.
Primary Responsibilities

• Respond to SCP client phone calls regarding plan and participant-level issues
• Address client emails related to the Simplified Contribution Platform
• Provide SCP training and support to clients
• Assist first-time SCP users with platform access, logging in, ACH bank account setup, and contribution submissions to their 403(b) plan
• Collaborate with internal business partners to ensure timely resolution of client escalations
• Serve as the customer concern point for operational issues and service recovery efforts
• Obtain formal direction from authorized client representative
• Educate and train clients on service changes and ensure proper implementation
• Review changes to ensure accuracy and alignment with client requests
• Support the CSM Work Group Leaders and Managers with special projects and management routines

Education and Experience

• Bachelor's degree preferred
• 2-5 years of proven experience in a customer service role, preferably a call center
• Experience building and maintaining relationships with key client operational decision-makers
• Experience facilitating client interactions via phone or in person

Skills and Knowledge

• Demonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs
• Ability to maintain control of situations through effective positioning and escalation
• Critical thinking and problem solving skills
• Mastery of influencing and active listening skills
• Exceptional client service and consultative skills
• Takes control of situations, brings teams together and facilitates problem solving
• Accountability and ownership of outcomes
• Strong regulatory knowledge of 403 (b) plans
• Strong leadership and team collaboration skills
• Technical and operations knowledge
• Ability to priortize tasks, meet goals, and manage deadlines
• Sound judgment and ability to influence and implement strategies with clients
• Customer service oriented, including the ability to represent firm in post-sale meetings and relationship management
• Proficiency in Microsoft Office applications is a plus