Senior Client Service Manager, Reimbursement Accounts

Fidelity Investments Inc.; Covington (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

Fidelity Investments Inc. seeks a Senior Client Service Manager for Reimbursement Accounts to lead client relationships and streamline administration of FSA, HRA, and commuter benefits. You will handle inquiries, partner with internal teams, and drive service excellence and client growth.

The role requires you to manage multiple priorities with strong detail orientation, collaborate across internal units, and promote best practices while upholding compliance in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Serve as primary point of contact for a portfolio of complex clients and oversee reimbursement accounts (FSA, HRA, Commuter benefits).
• Handle client inquiries, partner with internal business units, streamline processes, and advocate for the voice of the client to drive high service standards.
• Collaborate with a team, take ownership, and drive both client satisfaction and internal progress.

Skills

Client management

Reimbursement accounts

Healthcare benefits

Stakeholder collaboration

Process improvement

Deadline management

Leadership skills

Communication skills

Regulatory knowledge

Education

Bachelor’s degree or equivalent

Job description

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position

The Role

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.

The Expertise and Skills You Bring

• 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.

• 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.

The Team

The CSM for Reimbursement Accounts is responsible for maintaining client relationships for the RA Product. They are expected to collaborate with Internal Service and Operation Teams, proactively educate clients on best practices within compliance, and to drive client outcomes.

Fidelity’s Onsite Working Model

Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Client Service Operations

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.