Job Description:

Senior Reimbursement Account Manager

As a Senior Reimbursement Account Manager, 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.

The Expertise You Have

Bachelor’s Degree or equivalent experience required.

• 5-7 years of experience managing large corporate clients in a complex service environment.
• Strong knowledge of reimbursement accounts and general understanding of healthcare and wellness benefit programs preferred.
• 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.

The Skills You Bring

• Proficient leadership skills (i.e. consistently demonstrates 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.

The Value You Deliver

• Your proactive execution of administrative processes with quality, accuracy, efficiency and when necessary, appropriate root cause analysis and corrective action will ensure services are delivered with high quality.
• By developing and managing the relationship with the client 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 with 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).
• 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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Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.