Health and Wellness Client Service Associates

The Role

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Responsible for providing client advisory, ongoing customer servicing, troubleshooting customer problems, handling certain activities for the client account and is the primary point of contact for the day-to-day customer service (e.g., call center, etc.). Incumbents work well with clients every day and assist with maintaining the relationship with several clients. Client Service Associates at this level are knowledgeable on the day-to-day activities of the Health and Welfare product and processes. This individual supports the virtual team leader for the services provided.

The Expertise You Have

Ensure the operational services provided to a client meet their assigned clients’ outsourcing needs, meet internal and external service level agreements, and are delivered in a quality manner

Act as the knowledge professional relative to their clients’ plan level provisions and recordkeeping processes

Primary point of contact for day-to-day administration and customer service

Coordinate resolution of client and plan participant issues brought forward from plan sponsors and internal partners, and work with Client Service Manager to perform high level cost, risk, and benefit analysis without compromising quality customer service

Ensure that all plan sponsor directions documentation and other requirements documents (e.g., Plan Administration Manual, Procedures, Associate Benefits Library, Communications, Production Calendar) are updated based on client direction and requirements and the appropriate signoff has been received

Ensures communications across the Virtual Team of client changes or improvements, service issues areas or risks including Service Level Agreements (SLAs) and serve as an internal critical issue point of contact for their clients’ operational issues

Support scheduled and adhoc client reporting needs (as needed) and supports the H&W billing process

Identify and recommend efficiency / productivity improvements for client book

Provide backup coverage for Client Service Manager and represent in internal meetings (as needed)

The Skills You Bring

BS or BA

3 years of benefits administration, outsourcing administration (H&W) or proven experience

Customer obsessed; demonstrates the ability to balance customer service and sound business judgment

Strong communication skills; written and oral

Effective organizational, time management, facilitation, and prioritization skills

Demonstrated ability to get things done

The Value You Deliver

Primary focus is on everyday execution, assisting with regulatory compliance, participating in internal and client audits, and helping to develop client-specific solutions based upon subject expertise.

Company Overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want! We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experiences. For information about working at Fidelity, visit FidelityCareers.com. Fidelity Investments is an equal opportunity employer.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to complete the application or interview process. Please email us at accommodations@fmr.com or call 800-835-5099, prompt 2, option 2 if you would like to request an accommodation.