Senior Account Manager

3 weeks ago

Roanoke, United States Fidelity Investments Full time
Job Description:

Senior Account Manager

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 (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. 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.

The Team

You will be part of the RA Service Team, 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.

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.
The Skills You Bring
  • Exceptional account management skills including establishing 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.
The Value You Deliver
  • Your 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.
  • Your 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.
  • Your 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


Certifications:

Category:

Client Service Operations

Fidelity's working model blends the best of working offsite with maximizing 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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