Client Facing Program Manager
Dynamic Work schedule - This is 5 days on site a month- in the same week then the remainder of the month is working from home. ( They can fly/drive into the office as well). If your candidate is not open to this please tell them they will not be considered. Fidelity determines the week they are working onsite, not the candidate.
Location - Boston, Merrimack and Covington
Must Have:
Client obsession - establishing and maintaining repor with clients, leading a discussion Task management, project management, detail obsessed Analytical mindset, curious mindset Communication skills Organization Experience with client facing. Outreach to about 500 Workplace clients (employers) to audit the enrollment experience they are presenting to their employees to open a Fidelity HSA. We expect most of these calls will be fairly scripted with straightforward process to capture and store required information. Some of these calls may require some back-and-forth with the client to remediate solutions or transition to alternative solutions.
The Health and Benefits Accounts Domain within the Fidelity Healthcare Group is looking for an expert client facing program manager to help coordinate outreach to Workplace Clients (Employers). This outreach will include a process to review and confirm the employee digital experience to request opening a Fidelity Health Savings Account (HSA) offered by their Benefits Administrator or similar enrollment solution. In this role, you will be a member of the HSA Product Area with responsibility for client engagement, reviewing and capturing data to help ensure Fidelity is opening accounts for employees of Workplace Clients in accordance with the agreement set forth between Fidelity and the Client. You will have the opportunity to work directly with Fidelitys relationship management team and our Workplace Clients to capture insights, trends, and customer feedback on how Fidelity could improve our customer experience.
The Expertise We Are Looking For:
- Bachelors Degree required
- 5+ years client service or client/vendor relationship management experience
- Understanding of the Health Savings Account (HSA) product and brokerage account opening experience is a plus
The Skills you Bring:
- Proven expertise working with large client (employer) relationships, leading discussions, responding to questions, and overcoming objections.
- Strong experience advocating for the needs of clients.
- Meticulous project/program management skills are needed to coordinate and complete several unrelated tasks in a timeline desired by the business.
- Curious and analytical with a customer-centric approach to help overcome client objections and share alternatives to help improve alignment across Fidelity and our Clients.
- Positive relationship building, interpersonal and influencing skills to stay in sync with team members across Fidelity.
- Experience leading, influencing, and motivating colleagues without formal authority, and have a history of delivering extraordinary outcome for clients and the business.
The Value you Deliver:
- Ensure Fidelitys product offering remains aligned with industry regulations.
- Support the success of continued Fidelity HSA account growth through bulk account opening solutions available to Workplace Clients.
- Provide clear and timely follow-up to all client questions and concerns.
- Define, refine, and communicate the progress of the initiative to Fidelity team members.
- Discover and prioritize approach to client outreach which balances a positive client experience and timeliness of overall process.
- Routinely engage Fidelity Legal, Risk and Compliance to discuss new account opening considerations, proposals and options requested by our Clients. Advocates for clients to ensure any novel solutions or exceptions follow industry regulations, are well-documented and are consistent with Fidelity policy & procedures.
How Your Work Impacts the Organization:
Health Savings Accounts are a fast-growing product offering across Fidelity. Your work will have a direct impact on the overall attractiveness of our offering to current and prospective clients.
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