Senior Client Service Manager, Reimbursement Accounts

Fidelity; Covington (KY); On-site; USD 90,000 - 125,000; Full time

Job summary

Fidelity is seeking a Senior Client Service Manager for Reimbursement Accounts in Covington, KY. The role combines strategic thinking with execution to deliver best-in-class service to large corporate clients.

You will manage a portfolio of complex clients, oversee reimbursement accounts (FSA, HRA, Commuter benefits), and partner with internal teams to streamline processes while advocating for the voice of the client to enable growth.

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 and drive change.

Responsibilities

• Serve as primary point of contact for a portfolio of complex clients.
• Ensure seamless administration of reimbursement accounts (FSA, HRA, Commuter benefits).
• Collaborate with internal business units to streamline processes and drive client outcomes.
• Champion client satisfaction while supporting business growth.
• Collaborate with a team that values shared success and a positive culture.

Skills

Leadership

Communication

Time management

Client service

Process improvement

Healthcare knowledge

Education

Bachelor's degree or equivalent experience

Job description

Senior Client Service Manager, Reimbursement Accounts

Fidelity is transitioning to a full-time onsite working model in phases by region and role. See job description for more information.

Onsite

Location

• Covington, KY

Team

• Operations

Experience Level

Senior Manager

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.

Benefits that balance life and work

From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.

Company overview

Company overview

At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.

Reasonable accommodations

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to [e-mail], or by calling 800-835-5099, prompt 2, option 3.

Equal opportunity employer

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Applicant screening

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

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