Product Support Associate - Fidelity Resume Program

Associate, Product Support

The Associate, Product Support serves as a project analyst, the secondary point of contact supporting the squad leader. This support role focuses on Health Saving Accounts (HSA) and Reimbursement Account (RA) product offerings, assisting the aligned Product Support Manager/Sr. Manager with advised tasks related to deployment activities for education, communication, and resource updates.

The individual will work along-side a Product Support Manager/Sr. Manager to support documentation and collateral creation or update needs for product capabilities developed by the squad. This associate will also help with analytic tasks that are required for selection of pilot candidates during phased deployments, assist with process documentation that will monitor for version control and collateral accuracy and partner with Go to Market and Engagement teams where deployment activities are in parallel.

This team is the face of HSA and RA to Fidelity associates! They roll out and support new product features and capabilities to ensure client adoption and measure the health of the offering to improve customer and associate experience.

Responsibilities:

• Ability to serve in a support role for Manager/Sr. Manager Product Support associates on HSA and RA product offerings by providing day-to-day product support, analyzing data, and assisting with maintaining product support resources and deploying new features.
• Provide support of product knowledge for communications and training materials to support products throughout their life cycles
• Assist with data collection and analysis of HSA and RA product effectiveness
• Support case study analysis and creation based on current HSA and RA clients and product capabilities to showcase the value of the products, features, and engagement strategies
• Analyze and compile product feedback from clients and internal associates to help drive recommendations for future product enhancements

You'll Be a Great Fit If You Have:

• HSA exposure – familiarity with HDHPs and HSAs, our product offering, and the associated service model and support structure
• RA exposure – familiarity with reimbursement account types
• Customer focus – think about everything from the customer's perspective; our customers are clients and end-user account holders, but we are also starting to build working relationships with advisors, consultants, and other key team members
• Series 7 and 63 are permitted, but are a development requirement while in role before one is eligible, if desired, for in-role promotion
• ECFC Certification required at time of hire or within 1 year of start date
• Beginner-level understanding of what HDHPs, HSAs, and RAs are
• Working knowledge of business partners Product Support partners with, how those partnerships vary, and how they are defined (clients, customers, internal relationship management, sales, implementation, etc.)
• Customer-focused and service-oriented in a very rapid-paced environment
• Must be able to manage your time optimally with multiple priorities
• Excellent communication skills, professionalism, and ability to accept feedback for development
• Exhibit working analytic and problem-solving skills, keeping the customer at the front of your analysis and solution development
• Knowledge of client fit and the "why" behind our product capabilities to support Manager/Sr. Manager with deployment tasks impacting client-facing teams
• Proficient with Excel in order to compare client lists, find appropriate business partners for service recoveries, conduct analysis on client activity, etc.

How are reacHIRE's programs unique?

reacHIRE is changing the trajectory for individuals in the workplace by partnering with forward-thinking companies. reacHIRE believes a career break shouldn't be a career breaker. At the end of the program, you may be eligible for full-time or extended contracting work, but it is not guaranteed. Either way, you'll become part of the reacHIRE team, join with a cohort of fellow Returners, and we will provide 360-degree support via Aurora, along with a dedicated Program Manager to ensure your success every step of your journey back to…