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Wilmington, Massachusetts, United States
Hybrid
About this role
Your Team
The Client Experience Management (CEM) team sits within CX Delivery and partners closely with Client Businesses to oversee the service of the firm's clients. The team is responsible for service delivery oversight, developing scalable service solutions, and driving initiatives that enhance the overall client experience. Working across multiple business functions, CEM plays a critical role in ensuring clients receive consistent, high-quality operational support throughout their relationship with the firm.
Your Role and Impact
As a Client Service Officer, you will serve as a key partner to consultant firms and their clients, helping to deliver an exceptional client experience through proactive relationship management, problem resolution, and operational excellence. You will collaborate with a broad network of internal stakeholders to address client needs, coordinate service delivery, and ensure timely execution of client-related activities.
This role offers the opportunity to develop deep expertise in client servicing, operational processes, and cross-functional collaboration while gaining increasing responsibility for independent consultant firm coverage and strategic client interactions.
Your Responsibilities
Build and maintain strong relationships with consultant firms and clients, fostering trust, transparency, and effective communication.
Act as a primary point of contact for operational servicing inquiries and partner with internal teams to resolve issues efficiently and accurately.
Manage client expectations and drive effective communication regarding service delivery, project updates, and operational changes.
Navigate the organization to identify and coordinate solutions for client service challenges, ensuring a seamless client experience.
Support and eventually assume responsibility for independent consultant firm coverage and day-to-day client servicing activities.
Partner with internal stakeholders to support requests for proposal (RFPs) and other client-related initiatives by researching and gathering operational data and insights.
Participate in regulatory, platform, business, and client-focused projects that impact service delivery and client outcomes.
Coordinate the timely and accurate delivery of client reporting, invoicing, pricing information, and other key client deliverables.
Manage operational requests and communicate progress and completion status to relevant stakeholders.
Identify service issues or operating events, conduct root cause analysis, implement corrective actions, and support the development of long-term process improvements.
Continuously evaluate client servicing processes and recommend improvements that enhance efficiency, scalability, and the client experience.
Your Experience
Bachelor's degree or equivalent experience.
5+ years of experience in financial services, client servicing, operations, relationship management, or a related field preferred.
Demonstrated ability to build strong client and stakeholder relationships while managing multiple priorities in a fast-paced environment.
Strong analytical and problem-solving skills with experience identifying operational issues and driving process improvements.
Excellent verbal and written communication skills with the ability to influence stakeholders and communicate effectively across functions.
Strong organizational skills and the ability to manage deadlines while maintaining attention to detail and accuracy.
Proficiency in Microsoft Office applications and the ability to quickly learn and navigate multiple systems and tools.
Self-motivated with the ability to work independently while contributing effectively within a collaborative team environment.
Interest in financial markets, investment management, and delivering exceptional client outcomes.
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of benefits including a strong retirement plan, tuition reimbursement, comprehensive healthcare, support for working parents and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
Guidance on AI use for candidates
At BlackRock, AI has long been part of how we work – enhancing decision-making, improving operations, and helping us deliver better outcomes for clients. We encourage candidates to use AI thoughtfully to learn, prepare, and work more effectively; but during our interview process, we want to focus on getting to know you through your own experiences, thinking, and judgment. To support you, we’ve provided guidance on when and how to use AI during our hiring process so you can approach each step with confidence and showcase your best self.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
To learn more about BlackRock, please visit Careers.BlackRock.com. We also encourage you to get to know us on LinkedIn, Instagram, YouTube, X, and TikTok.
BlackRock is proud to be an equal opportunity workplace. We are committed to equal employment opportunity to all applicants and existing employees, and we evaluate qualified applicants without regard to race, creed, color, national origin, sex (including pregnancy and gender identity/expression), sexual orientation, age, ancestry, physical or mental disability, marital status, political affiliation, religion, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law. View the EEOC’s Know Your Rights poster and its supplement and the pay transparency statement.
BlackRock is committed to full inclusion of all qualified individuals and to providing reasonable accommodations or job modifications for individuals with disabilities. If reasonable accommodation/adjustments are needed throughout the employment process, please email Disability.Assistance@blackrock.com. All requests are treated in line with our privacy policy.
BlackRock will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance law.
