MEP/PEP Client Service Manager

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow.

About the role

Manages and nurtures relationships with qualified defined contribution retirement plans using our recordkeeping platform. Serves as the primary point of contact for assigned relationships, addresses client escalations, documents procedures, and identifies opportunities for process improvement.

Responsibilities

• Provides client support and customer service for daily client inquiries through both verbal and written communication.
• Demonstrates a proactive approach with assigned clients, fostering relationships to ensure client retention and satisfaction.
• Collaborates with primary plan contacts, partners, and advisors to respond to requests for specialized reports, consult on client inquiries, and research/resolve issues.
• Excels in high-pressure, fast-paced environments.
• Participates and engages in open knowledge sharing with colleagues.
• Provides clear participant guidance, employer communications, retirement education sessions, and collaterals.
• Simplifies complex retirement concepts for non-experts using emotional intelligence.
• Maintains employer relationships, understands organizational needs, tailors plan frameworks, and effectively resolves escalations or service gaps.

Requirements

• At least 3+ years of experience working in a related position in the retirement services sector.
• Proven relationship management experience.
• Demonstrated project management skills.
• Solid MS Office skills, including Excel.

Preferred Qualifications

• Bachelor’s degree in a business-related field or equivalent industry experience.
• DST experience.

Skills

• Diversity and inclusion awareness.
• Creative problem-solving.
• Proven fiduciary judgment and ethical decision-making.
• Strong organizational skills with an ability to juggle compliance, communication, and operations.
• Tech-savvy with the ability to learn and manage recordkeeping platforms.
• Confident communicator, both in writing and in-person presentations.
• Collaborative mindset and ability to work with diverse stakeholders.

Travel: Up to 10%.

Pay

The national average salary range for this role is $60,000–$80,000 in base pay, exclusive of any bonuses and benefits. Actual salary offered may vary based on factors including location, experience, performance, and internal pay alignment.

Benefits

• 401(k) match.
• Medical, dental, and vision coverage.
• Paid time off.