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.