The Role
Product Support: Health and Welfare (H&W) Product Support and Deployment serves as a primary point of contact supporting the H&W Practice and Product Support team. This role focuses on the H&W benefits administration product offering owning deployment, education, documentation, and communication for product capabilities developed by the development squads. The individual will work along-side H&W Accounts squads to document new features, educate client facing and support associates about client fit/features, and preferred setup of the offering. This associate will also help develop reporting to monitor the health of the product and provide analysis and feedback to the Product roadmap and the development teams/squads to strive to continuously improve our offerings.
The Team
This team is the face of H&W to Fidelity associates, promoting education and the range of product capabilities and practices that we support. We rollout and support new product features and capabilities to ensure appropriate client adoption, field questions from Sales, Client Services, and Operations teams, and measure the health of our product offering to improve the customer and associate experience.
The Expertise and Skills You Have
H&W experience – familiarity with outsourced benefits administration for health-related coverages (e.g., medical, dental, vision) and welfare-related plans (e.g., life, disability), as well as account-based plans (e.g., HSA, FSA), including the allowable changes to benefit elections based on status changes and other qualifying life events. Insurance industry – familiarity with H&W insurance carriers and their data requirements from benefits administrators, as well as general knowledge of ERISA, HIPAA and the regulatory environment Customer focus – approaches all assignments from the customer’s perspective; our external customers are Plan Sponsors, benefits-eligible Participants (employees) and their eligible dependents. Out internal customers are representatives from Sales, Relationship Management, Client Services, and Operations. CEBS, FLMI, HIAA or similar benefits administration certification is highly desirable.The Skills You Bring
Requires a solid understanding of H&W benefits, the supporting ecosystem, and the regulatory environment. An appreciation for the strategic direction of both clients and customers, how the capabilities of the Fidelity H&W offering work, and a general sense of how competitors position their offering against ours. Must be customer-focused and service-oriented in a very rapid pace environment. Must be able to successfully navigate an ambiguous environment and manage your time effectively with multiple significant priorities. Exhibit excellent people skills, influence, and tact across multiple and diverse business groups. Be open to coaching and accept feedback in all aspects of the role and execution. Must have a mindset that “owns the outcome” by working collaboratively with all customers and stakeholders to ensure an excellent end-to-end outcome. Exhibit excellent communications, analytic and problem-solving skills keeping the customer at the front of your analysis and solution development. Deep knowledge of client fit and the “why” behind our product capabilities to help client-facing teams understand how to position our offering or key features with clients and to help clients understand how our offering can help seek their business needs. Experience handling production issues or service recovery situations to ensure timely communication and resolution. Experience in client-facing situations as we could potentially get involved in service issues or feature adoption discussions with certain strategic or “at risk” clients.The Value You Deliver
Serving as the primary point of support and subject matter authoritative for internal associates on our H&W offering by providing day-to-day product support, answering product questions, and maintaining product support resources and deploying new features. Communicating product standards to the organization and executing dynamic management processes to ensure solutions are sold to and accepted by clients in a way that can be effectively supported by the client service teams. Influencing and providing product expertise for communications and training materials to support products throughout their lifecycles. Coordinating data collection and analysis of H&W product effectiveness Measuring and monitoring current H&W product capabilities and assessing trends to provide feedback to the Product roadmap and development process Driving product feedback discussions/recommendations from clients and internal associates Developing and implementing improvements to address process gaps.Certifications: