Job Description
Associate, Client Service Management - Digital Assets
Do you want to work for a fast-paced, growing organization where impactful people make the difference? Do you thrive on providing exceptional client service? Join us as a Client Service Representative where you will be the key contact in servicing, educating, and resolving day-to-day operational issues for our institutional clients.
Purpose of Your Role
Fidelity Digital AssetsSM Services is a growing business unit that is focused on bringing emerging concepts to life in the digital asset arena and delivering those solutions to institutional clients and prospects. The Client Service Representative (CSR) will work within a 'Pod' or Client Service Team environment, which will consist of dedicated Client Service associates focused on the client relationship. The team will work on all service and operational requests from a specific group of clients and will be responsible for the overall experience for those clients. You will focus on client satisfaction with specific attention in the areas of client service relationship management, problem resolution, and process improvement. CSRs are expected to display leadership characteristics, and to have strong commitment to teamwork and shared success.
To be effective, you will work closely with the Implementation Manager and Relationship Manager, as well as the broader FDAS team including Technology, Operations, Product/Marketing, and Business Development, to improve processes and client satisfaction by proactively developing a deeper understanding of their operational needs and opportunities. You will also deliver expertise regarding key industry topics that include product, platform, technology, operations, and business management principles. With your knowledge and commitment, you will become a collaborative and resourceful member of the FDAS team, sharing best practices and driving successful results.
Expertise We're Looking For
- Bachelor's Degree preferred.
- 3+ years of operations and/or client service experience in the financial services industry.
- Relationship building skills across team, business unit, and national peers.
- Familiarity with institutional custody and operations solutions.
Skills You Bring
- Your excellent interpersonal, verbal, and written communication skills.
- Your ability to work well on teams and in fast-paced, cross-collaborative environments.
- Your ability to think analytically and deliver solutions to complex challenges.
- Your proven leadership skills.
- Your proven ability to build and leverage internal and external networks.
- Your passion for innovation.
- Your success in navigating and thriving in a dynamic, growing business.
- Flexible hours, which may include evenings and weekends.
Value You Deliver
- Supporting divisional business needs while maintaining a 'client first' mentality.
- Optimizing the client experience at Fidelity and developing long term client relationships and partnerships.
- Providing exceptional service to all of our clients by processing their requests in an accurate and timely manner.
- Driving high satisfaction, quality, and efficiency for both the client and Fidelity.
- Delivering superior results quickly and efficiently, utilizing effective time management skills.
- Actively participate in client meetings and client service reviews.
- Driving innovation through curiosity and comprehensive understanding of business processes and challenges.
How Your Work Impacts the Organization
Fidelity Digital AssetsSM Services is an emerging business unit, dedicated to serving existing customers as well as a growing new customer base within the Fidelity enterprise. This role represents an exciting opportunity to help build Institutional relationship capabilities within FDAS and help bring the vision for the future to life.
Why Fidelity?
- A company that is committed to innovation and being an industry leader by investing in technology.
- More than 12,000 technology professionals utilizing an Agile methodology enterprise-wide.
- Access to top-tier technology platforms, tools and frameworks.
- Challenging positions and numerous opportunities for personal and professional growth.
- Competitive compensation and benefits package that includes bonus, health insurance, pension, life assurance and a variety of work/life programs.
For information about working at Fidelity, visit
Fidelity Investments is an equal opportunity employer.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation please contact the following:
- For roles based in the US: Contact the HR Leave of Absence/Accommodation Team by sending an email to , or by calling , prompt 2, option 2
- For roles based in Ireland: Contact
- For roles based in Germany: Contact