The Central Relationship Manager (C-RM) role is 100% sales support and focused entirely on engaging high value ‘covered’ and ‘uncovered’ clients with Fidelity and with an account executive in a Fidelity branches or phone site. They work in close partnership with Fidelity Account Executives (AEs).
Objectives:
C-RMs are tasked with engaging and further developing high net worth yet less engaged ‘covered’ and ‘uncovered’ clients by providing meaningful, personalized and proactive outbound contacts. The objective is to enhance the overall client experience for both sets of clients, driving asset development, retention and long-term client loyalty. The C-RMs’ focus will be approximately 60-75% on ‘Covered’ clients and 25-40% ‘Uncovered’ opportunities. All business is conducted over the phone. The C-RMs will provide sales support for both branch and phone center-based AEs.
The C-RM works specifically with less engaged, covered clients (i.e., clients that are covered by a designated Fidelity Account Executive (AE)). The C-RM works in support of the AE to drive further engagement of these clients in the Wealth Planning Overview (WPO), increase sales opportunities for the AE, and drive greater customer loyalty. This primarily involves, but is not limited to, placing outbound calls to these customers to follow-up on mailings and utilizing national sales plays as the primary means of driving engagement. The C-RM works primarily with two classifications of clients; $1m in retail assets versus $250k in retail assets. Partnering with the AEs they support, the C-RM focus is to contact clients to understand their needs, explain our services and engage them with their specific AE.
In addition to working with unengaged covered clients, the C-RM will also be responsible for working with high-value uncovered clients (i.e., clients not currently covered by a desinated AE). These are clients with $250k in retail assets with. The C-RM works in support of engaging these clients in the WPO, generating new sales opportunities for Investment Representatives (IRs) and AEs and driving greater customer loyalty. This primary involves, but is not limited to, placing outbound calls to these clients to follow-up on mailings and utilizing national sales plays as the primary means of driving engagement. The C-RMs will work with these clients to understand their needs, explain our services, and to engage them with an IR or AE accordingly for any qualified sales opportunities.
**Primary Responsibilities:**
· Works with high net worth clients to develop an in depth understanding of client needs from a planning and business opportunity perspective.
· Partners with supported AE to establish effective engagement strategy with defined responsibility, activity, goals and accountability.
· Works closely with AE to establish guidelines, then conducts outbound calls; sets appointments with minimal supervision
· Responds to customer inquiries independently
· Triage client needs regarding service, trading, problem resolution and processing issues.
· As needs arise during outbound calls, coordinates call management for complex service issues with service support teams for the AE.
· Understands and effectively communicates role of High Net Worth (HNW) Service Hub with clients.
· Work primarily from Leads/ Sales Opportunities in Siebel.
· Leverage monthly National Sales Plays.
· Partner with supported AE in implementing a structured client contact strategy and promotes annual guidance reviews.
· Track customer contacts via Siebel.
· Setup appointments via Time Trade to address client needs related to products and services.
· Responsible for basic sales interactions to help advance the sales cycle.
· May also be leveraged on other local market development including outreach support on AE Continuity events,call management, service and operations
· Handle inbound customer inquiries of all types (trading, service, sales)
* Ownership of clients needs regarding service, trading and problem resolution and processing issues
* Serve as quality control point to ensure that all calls, paperwork, policy and procedures for customer requests have been adhered to in accordance with compliance requirements
* Conducts prospecting and/or sales communication for less engaged/unengaged customers within an AE's book.
* Identifies opportunities and generates appointments for the AEs for guidance, asset consolidation and/or HNW product development and other more sophisticated product offerings.
* Communicates knowledge gained through prospecting to assigned/supported AE.
* Conducts prospecting and/or sales communication with high-value customers.
* Identifies opportunities and generates appointments for IRs and AEs for guidance, asset consolidation and/or HNW product development and other more sophisticated product offerings.
* Communicates knowledge gained through prospecting to downstream IR or AE designated for the sales opportunity. Basic sales interactions / conversations to help advance the sales cycle
* Maintain the Guidance Interaction Reports, Retirement Income Plans, Portfolio Investment Reviews and Estate Plans as gathered and provided by the Account Executive
* Prepare reports and information for client meetings including prospect and referral letters in accordance with compliance requirements.
*Education and Experience:*
* 1-3 years in financial services with an emphasis on customer service
* Previous sales and/or customer engagement experience preferred
*Skills and Knowledge:*
* Series 7 & 63 Securities Licenses required prior to hire
* Series 65 and/or Series 66 and state registrations must be obtained within 3 months of hire
* Must have strong interpersonal skills and the ability to deliver highly personalized service to a group of High Net Worth clients
* Exceptional client service phone skills
* Must have extensive knowledge of Fidelity's policies and procedures and ability to work in a fast paced deadline oriented environment
* PC/Windows skills
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*About Fidelity Investments
*
At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want— from the 23 million people investing their life savings, to the 20,000 businesses managing their employee benefits programs, to the10,000 advisors and institutions needing innovative technology solutions to invest their clients’ money. To do this well, as a privately held company, we place a high degree of value in nurturing a work environment that attracts the best talent and reflects our commitment to being an employer of choice. For more information about Fidelity Investments, visit www.fidelity.com .
/ Fidelity Investments is an equal opportunity employer. /
**Job:** **Customer Service/Operations**
**Title:** **Central Relationship Manager - Oak Brook, IL**
**Location:** **IL-Oak Brook - Investor Center**
**Requisition ID:** **1412469*