Client Services Representative

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

Client Support Manager

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients.
• Partner with Managing Directors and Product Management to implement new products, services, and features.
• Work closely will specialized operational groups to implement plan provisions, problem solve issues, and deliver outstanding service.
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to perform to standards and performance guarantees.
• Raise and participate in the resolution of service issues appropriately within the organization.
• Utilize deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management.
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

Manager, Client Service Operations

• Main operational contact for benefits administrators, collaborate with service team and partners to deliver contractual commitments
• Partner with Managing Directors and Product Management to implement new products, services, and features
• Work with specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans
• Manage plan administration to perform to standards and performance guarantees
• Raise and participate in the resolution of service issues (e.g., participant, reputational, risk/compliance related)
• Utilize knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates

• Deliver exceptional assistance to our customers
• Support users of the Fidelity Private Shares (FPS) platform through inbound support tickets, self-help library, and educational materials
• Engage with customers to resolve issues that come through as support tickets
• Partner with Customer Success, Sales, Product and Engineering to diagnose and solve problems
• Craft well written, tailored communications to help customers resolve their issues
• Serve as a trusted advisor with an open, caring and approachable style
• Manage multiple competing priorities to achieve results for every customer
• Collaborate with cross-functional teams to identify and implement product and process improvements

Client Service Manager

• 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
• Submit projects for plan-level changes/enhancements
• Provide PSW/SCP training and support to clients
• Collaborate with internal business partners to ensure timely response to client escalations
• Point of escalation for operational issues and service recovery efforts
• Perform recurring tasks in support of Third Party Administrators for TEM Small Market clients

Associate Client Service Manager

• Frequent custodian interaction & paperwork processing.
• Process account openings, funding, deposit electronic checks, money movements, process tasks with Custodians.
• Schedule client meetings.
• Basic preparation and follow-up for client meetings.
• Prepare client forms and financial reports in advance of client meetings.
• Attend meetings to take notes and send a summary to both the client and the advisory team.
• Develop knowledge of investment accounts, products and the forms required to transact business.
• Assist with internal coordination across departments to ensure tasks/ follow up is completed in a timely manner.
• Responsible for cash transfers, wires, data maintenance, reporting and trading as needed.
• Ongoing maintenance and quality control of CRM.
• Organize advisory team meetings and events.
• Receive client calls and resolve questions/issues as needed.
• Execute client appreciation and retention activities.

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