Senior Client Service Manager, Reimbursement Accounts

Fidelity Investments•Covington, KY

2d•Onsite

About The Position

As a Senior Client Service Manager for Reimbursement Accounts, you will serve as equal parts strategic thinker and execution expert. This role is ideal for someone who is a self-starter, thrives in fast paced environments, and is passionate about delivering best-in-class service to large corporate clients. As a key member of Fidelity’s growing Reimbursement Accounts (RA) Service Team, you will be the primary point of contact for a portfolio of complex clients. Your role is to ensure seamless administration of reimbursement accounts (FSA, HRA, Commuter benefits) by handling client inquiries, partnering with internal business units, streamlining processes, and advocating the voice of the client to ensure high service standards while driving business growth. This is an individual contributor role, however you will collaborate closely with a team that values shared success and a positive, forward-thinking culture. We’re seeking a highly professional go-getter with an ownership mindset, ready to take initiative and champion both client satisfaction and internal progress.

Requirements

Bachelor’s Degree or equivalent experience required.
5-7 years of experience managing large corporate clients in a complex service environment.
Proven ability to manage multiple priorities and meet overlapping deadlines with high attention to detail and quality.
Experience partnering with internal teams to improve processes, take initiative, drive change and contribute to a positive team-oriented culture.
Proficient leadership skills (i.e. consistently demonstrate 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.
Effective organizational, time management, facilitation, de-escalation and prioritization skills.
Demonstrated ability to balance customer service with sound business judgment.
Strong understanding of reimbursement account administration needs, process and regulatory knowledge.
Familiarity with the full range of healthcare and wellness benefits and associated recordkeeping services.

Nice To Haves

Strong knowledge of reimbursement accounts and general understanding of healthcare and wellness benefit programs preferred.

Responsibilities

Serve as the primary point of contact for a portfolio of complex clients.
Ensure seamless administration of reimbursement accounts (FSA, HRA, Commuter benefits).
Handle client inquiries.
Partner with internal business units.
Streamline processes.
Advocate the voice of the client to ensure high service standards while driving business growth.
Collaborate closely with a team that values shared success and a positive, forward-thinking culture.
Maintain client relationships for the RA Product.
Collaborate with Internal Service and Operation Teams.
Proactively educate clients on best practices within compliance.
Drive client outcomes.