Client Account Manager

Human Interest-posted 3 months ago
$58,000 - $65,000/Yr
Full-time • Mid Level
Remote • Lindon, UT
501-1,000 employees
Administrative and Support Services
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As a Client Account Manager you will play a critical role in consistently meeting customer expectations. You'll work closely with key internal stakeholders to help ensure that questions and issues are resolved in a timely manner and plans are designed to meet customer goals. You will drive excellent customer satisfaction by cultivating strong relationships, identifying opportunities for growth, and understanding your clients' needs.

  • Manage client accounts assigned to you by acting as the primary point of contact and consultant for our plans sponsors on the development of strategies and solutions for their retirement plans.
  • Understanding customer expectations in order to help manage their plan and reduce the administrative burden.
  • Independently anticipate, recognize, and research sophisticated and financially significant retirement plan matters.
  • Promote customer satisfaction through effective and timely service delivery, including fielding client questions on unique issues and providing prompt and detailed responses.
  • Demonstrate a full understanding of the plan sponsor and their plan, the administration of the plan, the client's sensitivities, needs, and objectives.
  • Respond independently and with appropriate team members to client needs related to core aspects of retirement plan and financial management, including retirement plan amendments, compliance with IRS and DOL regulations, plan design, Form 5500 filings, compliance testing, and payroll integrations.
  • Assist with compliance testing.
  • Provide plan onboarding and other management services by reviewing, investigating, analyzing and recommending resolutions to complex service inquiries including payroll integrations, plan contributions, distributions, and corrections.
  • Act as a liaison between plan sponsors and various internal groups.
  • Responsible for client communication through incoming lines (phone, email, and chat).
  • Perform other job-related duties and special projects as required.
  • 3-5 years of experience in customer facing role in a similar industry, retirement service experience preferred but not required.
  • Have a passion for solving problems and helping people.
  • Strong ability to troubleshoot with a meticulous eye for detail.
  • Communicate with confidence, professionalism and empathy.
  • Remain composed in high-stress situations and convey empathy for our customers and their situation.
  • Ability to work autonomously and take initiative to proactively service customers and resolve any issues.
  • A 'change is good' mindset allowing you to quickly adapt within a fast-growing startup environment.
  • Experience with FT William and/or ASC software systems.
  • A great 401(k) plan with a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees.
  • Top-of-the-line health plans, as well as dental and vision insurance.
  • Competitive time off and parental leave.
  • Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness.
  • Enhanced Mental Health Support for Employees and dependents.
  • Fertility healthcare and family forming benefits.
  • Student loan resource to help you and your family plan, borrow, and repay student debt.
  • Monthly work-from-home stipend; quarterly lifestyle stipend.
  • Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.
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