Job Description:
The Strategic Client Service Administrator (CSA) is assigned to support a book of Strategic clients and also operates in a service team POD environment with 4 to 6 peers. Individually you will service between 1 and 15+ individual clients and your POD will support 10 to 30+ clients. As a CSA you will help clients with day-to-day plan administration and issue troubleshooting for DC qualified, non-qualified, and HSA plans. In the Strategic market we provide service to the industry's most sophisticated and demanding clients with a highly customized service offering. Each CSA's book of business with consist of hundreds of thousands of participants and tens of billions of assets under management
The Role
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The CSA works with the client contacts responsible for the daily activities of the benefit programs Fidelity supports. CSA serves as a liaison between our clients and our Operational and WI Phone teams through various channels. CSA responsibilities will include:
- Running the daily relationship with the day-to-day contacts at each client supported. Each client will have a complex and highly customized offering
- Understanding the unique needs of the specific contacts we support and adapting our approach and focus to meet their specific needs.
- Carrying out proactively custom tasks as agreed for your specific clients in your book and your overall POD. Tasks can require multiple complex steps and can involve significant financial and reputational risk.
- Educating clients on operational related processes and guiding them on tools and technology solutions
- Proactively watch for trends and reoccurring problems
- Assisting clients with PSW and driving technology utilization for transaction processing (i.e. PSW set-up, access changes and support).
- Internal point of escalation for operational and participant issues.
- Collaborating with client and operations to resolve and mitigate errors associated with our automated services.
- Responsible for monitoring and analyzing client data for quality control
- Collaborating with legal and compliance
- Working within a client team POD to bring effective and efficient solutions that can be applied across many clients
- Working with all levels of the organization including SVP MDs, VP SDL's and CSM's to develop short- and long-term plans to ensure positive results for Strategic Clients
The Expertise and Skills You Bring
- College Degree preferred and 1 to 3 years of work-related experience directly supporting customers
- Proven understanding of 401(k) and defined contribution plans, products and applications
- Experience with Fidelity systems (FPRS, BWS, PSW and Xtrac); Operations Knowledge
- Excel, data and reporting skills
- Strong written and verbal client service skills
- Ability to effectively work with peers to complete daily work and helping each other learn.
- Ability to analyze and propose solutions to a problem as well as completing all tasks required in its resolution
- Ability to balance multiple priorities, to set priorities, meet goals and customer expectations, and handles one's workload independently.
- Identifies and helps to reduce risk on a plan and participant level
The Team
The Client Service Administration Team is a team of service professionals that are working hard to deliver the best client experience in the industry. The CSA leadership team is dedicated to the development and growth of every individual on the team. We are a gateway to a long career in client service and beyond. Successful CSAs, if they desire, are well prepared to pursue opportunities in Client Service Management, Relationship Management, Implementation, Product Support, Operations, and many other areas. We get involved in almost every aspect of the products and services we deliver to our customers. There are CSA team members located in most of the Fidelity WI sites across the globe. The CSA team has the opportunity to work closely with dozens of organizations across WI and beyond as they solve problems and deliver for clients.
Certifications:
Category:
Client Service
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite every other week (all business days, M-F) in a Fidelity office.