401(k) Client Service Manager

• →Manages the Regional 401(k) department, providing feedback to each associate, based on their job duties, ensuring quality performance, and high standard work ethic.
• →Manages performance of associates in order to meet employee retention goals, to ensure high statistical achievement and provide opportunities for career development.
• →Drafts performance appraisals for associates and provides feedback;works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
• →Coordinate functions within the department to initiate communication and encourage team spirit.
• →Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
• →Works with the New Business Team to ensure client satisfaction with the 401(k) product,to assign new 401(k) Specialists - to receive feedback on client concerns.(MEP)
• →Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.(MEP)
• →Provides assistance to the 401(k) Plan Specialist regarding client problem resolution in the technical - compliance features of the 401(k) Plan.
• →Trend client escalations and provide summary reports to Plan Executive monthly.
• →Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
• →Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
• →Manage Dept Productivity, Monitor Clarify Queues and workgroups.
• →Performs other related duties as assigned.

• 4+ Years experience with qualified Plans.
• At least 2 years' proficiency with client service regarding qualified Plans.

Preference will be given to candidates who have the following:

• Bachelor's Degree or its equivalent in education and experience
• Demonstrated continuing education in the 401(k) field. (CEBS, QKA, ERPA)
• In-depth working knowledge in retirement service industry.
• Prefer experience with a TPA or record keeper.
• General financial services background. General ERISA knowledge.
• Demonstrates strong oral/written communication skills. Demonstrates strong listening skills
• Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)
• Demonstrates ability to learn other proprietary system tools and Clarify).
• Proficiency in using payroll, HR databases and recordkeeping systems
• Personnel management, strategic thinking, and decision making
• Proven relationship-building skills. Strong time-mgmt, organization and problem solving skills.
• Ability to coordinate and take the lead on conference calls.
• Ability to gauge client satisfaction through scheduled surrey's, client calls/visits and day-to-day interaction

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