Job Summary

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.


Duties & Responsibilities 

Accountable for the proactive and consultative delivery of American Trust’s services while exceeding established Service Level Agreements (SLAs).
Responsible for the overall client relationship experience, including building and maintaining strong relationships with plan sponsors, advisors, and TPAs.
Monitor all plan administration functions (plan amendments, tax reporting, and compliance) while ensuring recordkeeping processes are executed with quality and accuracy, on-time, every time.
Provide training assistance to Advisors, Plan Sponsors, and or TPA Partners (payroll submission, fund changes, loan and distribution processing, compliance testing, etc.).
Participate in Advisor/Client conference calls and or meetings as needed.
Research complex and sensitive service inquiries while seeing them through to resolution.
Ensure ongoing adherence to company polices and regulatory guidelines.
Help streamline, develop, and implement new departmental policies/procedures, workflows, and service enhancements when directed.
Effectively and efficiently respond to and manage team e-mail and phone queues.
Additional duties and responsibilities as assigned.


Skills & Requirements

Bachelor’s degree
Minimum of 1-3 years of 401(k) /defined contribution plan recordkeeping experience
Demonstrated ability to handle customer service issues to their resolution
Working knowledge of ERISA, IRS and DOL regulations
SunGard Relius Administration and 401(k) recordkeeping experience preferred
Working knowledge of Microsoft Office and Teams suite
Have strong written and verbal communication skills
Team player with the ability to work under pressure


Salary: $55,000 – $65,000 base salary, based on experience, plus eligibility to participate in the company’s bonus program.