The Client Service Manager is responsible for delivering consistent, high quality account management and administration for a portfolio of defined contribution relationships, with the objective of driving long-term satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes.
May assist in training newly hired Relationship and Client Service Managers.
Maintain and enhance relationships with clients, financial advisors, and industry partners by providing engaging on-going service; serve as the primary point of contact for all assigned clients, financial advisors, and partners, on the day-to-day account management with operational oversight of all account related activities.
The Client Service Manager works with the Relationship Manager to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting.
Support clients in managing their fiduciary responsibilities by addressing Daily/Balance Forward recordkeeping services involving plan compliance, regulatory and operational issues in conjunction with the third- party administrator (“TPA”) and or financial advisor, if applicable.
Partner with client and financial advisor in the development and execution of participant engagement strategies; support, plan and participate in meetings when necessary.
Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
Coordinate effectively and efficiently with internal operations partners, financial advisors, and other client related service providers.
Prepare and deliver annual service reviews and monitor plan fees where appropriate, including presenting at on-site meetings when necessary.
Review all accounts in accordance with regulatory and department standards to mitigate risk.
Adhere to team individual service and retention goals.
Bachelor’s degree or the equivalent combination of education and relevant experience and 3+ years of retirement plan industry experience.
Excellent communication and presentation skills. Quality focus with attention to detail.
Ability to work effectively in a team environment and manage multiple tasks.
Proven track record of success in maintaining and enhancing institutional defined contribution relationships.
Professional designations or working towards certification, such as ASPPA Certifications (QKA, QPA, CPC, QPFC), CEBS, CFP, CPA desirable.
Strong collaboration skills, ability to influence decisions and resource allocation.
Excellent analytical and problem resolution skills.
Experienced in retirement plan recordkeeping administration and operations, participant communications, and investments.