SENIOR MANAGER, CLIENT SERVICE OPERATIONS

Job Description :

As a Senior Reimbursement Account Manager supporting Fidelity Health s Clients you will combine strong consultative account management skills with a deep knowledge of reimbursement account plan administration (FSA, HRA, Commuter, RMSA, LSA)! Working independently, you will bring our clients from post-sale implementation and onboarding into ongoing service and support.

You will provide administrative services and serve as the primary communication point for clients regarding their reimbursement account.

At times, you may also assist with Health Savings Account questions.

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You will support large corporate clients with exceptional quality and satisfaction. You will also help the Sales and Relationship Management Teams expand Fidelity s healthcare businesses and help the Product Team develop industry leading solutions.

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The Team

As a part of the RA Service Team, you will be working closely with both product and the client account management teams to provide your assigned clients with the highest quality service possible.

You will also support the sales team in pursuit of new clients and relationship managers in their efforts to expand the scope of services offered to current clients.

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The Expertise You Have

• 7-10 years experience of consultative client account management with proven ability to build and maintain client relationships.
• 5-7 years experience servicing large corporate clients.
• Bachelor s Degree or equivalent experience.
• Preferred experience with a broad range of healthcare and wellness benefits.

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The Skills You Bring

Exceptional account management skills including building relationships with corporate clients ensuring their satisfaction and retention.

You will serve as a trusted advisor and primary point of contact to the client.

• Corporate account management with previous experience in a regulated industry such as Financial Services.
• Demonstrated success in a complex, matrix environment servicing clients.
• Preferred understanding of reimbursement account administration needs, process and regulatory knowledge.
• Familiarity with the full range of healthcare and wellness benefits and associated recordkeeping services.
• Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements or process improvements;

proven ability and success in identifying issue(s), identifying solution(s) and determining and acting on the best solution in a timely manner.

• Strong and effective interpersonal and communication skills.
• Demonstrated ability to balance account management servicing with sound business judgment.
• Effective organizational, time management, facilitation and prioritization skills.

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The Value You Deliver

• Proactive execution of onboarding and administrative processes ensure quality, accuracy, efficiency and when necessary, appropriate root cause analysis and corrective action to ensure services are delivered with high quality.
• By developing and managing the relationship with the client from the very beginning, you will ensure the client recognizes the quality of service being provided and is satisfied with the quality of the service they receive.
• When necessary, your escalation and active participation in the resolution of service issues will ensure these are addressed appropriately within the organization.
• Understanding of the objectives and initiatives related to client projects and work with the organization will ensure work is completed with high quality and efficiency.
• Collaboration within the domain and the ongoing service team will ensure services are delivered in a cohesive manner and that reimbursement accounts are incorporated in key activities (e.

g., annual business planning).

• During the RFP process, your support of the sales and relationship management teams will help grow Fidelity s healthcare businesses.
• By bringing voice of the customer feedback to the Product Team you will help Fidelity continue to develop industry leading solutions

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Fidelity s working model

blends the best of working offsite with improving time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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Reminder : Per the Dynamic Working Guidelines, approved exceptions will be reviewed annually, or when the associate accepts a new role, whichever comes first.

Certifications : Company Overview

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future.

We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients money.

Join Us

At Fidelity, you ll find endless opportunities to build a meaningful career that positively impacts peoples lives, including yours.

You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a

Glassdoor Employees Choice Award

we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don t need a finance background to succeed at Fidelityu2014we offer a range of opportunities for learning so you can build the career you ve always imagined.

Fidelity s hybrid working model

blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture.

We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry .

Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation,

detailed in this document

and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent).

These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances : Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at

fidelitycareers.com

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

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, contact the HR Accommodation Team by sending an email to

[email protected]