Senior Reimbursement Account Manager

Fidelity•Merrimack, NH

6d•Onsite

About The Position

As a Senior Account Manager supporting Fidelity Health’s Clients, you will combine strong consultative account management skills with a deep knowledge of reimbursement account plan administration (i.e. Flexible Spending Accounts, Health Reimbursement Arrangements). Working both collaboratively and independently, you will guide clients from post-sale through implementation and onboarding, culminating in a transition to ongoing service and support. You will provide project management skills and administrative services while serving as the subject matter expert for clients during the onboarding of their reimbursement account(s). Additionally, you will assist the Sales and Relationship Management Teams in expanding Fidelity’s healthcare businesses and collaborate with the Product Team to develop industry-leading solutions. Your proactive execution of onboarding and administrative processes with quality, accuracy, and efficiency, including root cause analysis and corrective action when necessary, will ensure high-quality service delivery. By developing and managing the client relationship from the outset, you will ensure the client recognizes the quality of service provided and is satisfied. Your escalation and active participation in resolving service issues will ensure they are addressed appropriately within the organization. Your understanding of client project objectives and initiatives, and your work within the organization, will ensure tasks are completed with high quality and efficiency. By conveying voice-of-the-customer feedback to the Product Team, you will contribute to Fidelity's development of industry-leading solutions.

Requirements

7-10 years’ experience of project management and/or 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.
Fidelity will not provide immigration sponsorship for this position.
Experience in a regulated industry such as Financial 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.

Nice To Haves

Deep knowledge of reimbursement account plan administration (i.e. Flexible Spending Accounts, Health Reimbursement Arrangements).
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.
Preferred experience with a broad range of healthcare and wellness benefits.

Responsibilities

Provide project management skills and administrative services while serving as the subject matter expert for clients during the onboarding of their reimbursement account(s).
Help the Sales and Relationship Management Teams expand Fidelity’s healthcare businesses.
Help the Product Team develop industry leading solutions.
Ensure client satisfaction and project completeness through exceptional project and account management skills, including close collaboration with other teams.
Proactively execute onboarding and administrative processes with quality, accuracy, and efficiency.
Perform root cause analysis and corrective action when necessary to ensure services are delivered with high quality.
Develop and manage the relationship with the client from the very beginning to ensure the client recognizes the quality of service being provided and is satisfied.
Escalate and actively participate in the resolution of service issues to ensure they are addressed appropriately within the organization.
Ensure work is completed with high quality and efficiency by understanding the objectives and initiatives related to client projects and working with the organization.
Bring voice of the customer feedback to the Product Team to help Fidelity continue to develop industry leading solutions.