Client Service Manager

About the role

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 longterm satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes.

Responsibilities

• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by providing engaging ongoing 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 may work with the Relationship Managers 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 and resolving plan compliance, regulatory and operational issues in conjunction with the third‑party administrator (“TPA”) and financial advisor, if applicable.
• 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.
• Adhere to team individual service and retention goals.
• Responsible for the overall client relationship experience, including building and maintaining a strong relationship with plan sponsors, advisors, and TPAs.
• Analyze, troubleshoot, and problem solve plan administration and recordkeeping issues.
• Provide training to Advisors, and Plan Sponsors, to communicate procedures relating to payroll submission, fund changes, loan and distribution processing, compliance testing, etc.
• Advise Plan Sponsors on mandatory and discretionary plan document amendments.
• Understand non-discrimination testing under sections 401(k), 401(m) and 401(a)(4) of Internal Revenue Code.
• Provide assistance and website training to Advisors, Plan Sponsors, and TPAs.
• Solves diverse and complex problems using solid analytical skills where limited precedents or guidelines exist.
• Able to understand process flow and their interdependencies.

Skills/Abilities