Health and Welfare Product Support and Deployment Analyst

Fidelity Investments - Boston, MA

Full-time - Mid Level

Hybrid - Boston, MA

Securities, Commodity Contracts, and Other Financial Investments and Related Activities

About the position

The Product Support role for Health and Welfare (H&W) focuses on supporting the H&W Practice and Product Support team by managing deployment, education, documentation, and communication of product capabilities. This position serves as a primary contact for internal associates, ensuring effective client adoption of new product features and capabilities while monitoring product health and providing feedback for continuous improvement.

Responsibilities

• Serve as the primary point of support and subject matter expert for internal associates on H&W offerings.
• Provide day-to-day product support and answer product-related questions.
• Maintain product support resources and deploy new features effectively.
• Communicate product standards to the organization and manage processes for client acceptance.
• Influence and provide product expertise for communications and training materials.
• Coordinate data collection and analyze H&W product effectiveness.
• Measure and monitor current H&W product capabilities and assess trends for feedback.
• Drive product feedback discussions and recommendations from clients and internal associates.
• Develop and implement improvements to address process gaps.

Requirements

• Familiarity with outsourced benefits administration for health-related coverages and welfare-related plans.
• Knowledge of H&W insurance carriers and their data requirements from benefits administrators.
• Understanding of ERISA, HIPAA, and the regulatory environment.
• Customer-focused approach to assignments, considering both external and internal customers.
• CEBS, FLMI, HIAA or similar benefits administration certification is highly desirable.
• Solid understanding of H&W benefits and the supporting ecosystem.

Nice-to-haves

• Experience handling production issues or service recovery situations.
• Experience in client-facing situations, particularly with strategic or at-risk clients.

Benefits

• Flexible benefits that support associates through every stage of their career.
• Recognition as a top 10 Best Place to Work in 2024 by Glassdoor.
• Opportunities for learning and career development.