Client Service Manager, Retirement Services

Mid Atlantic Capital Group

3d • Onsite

About The Position

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.

Requirements

• Bachelor's degree or an equivalent combination of education and relevant experience.
• Knowledge of ERISA Regulations and the applicable Internal Revenue Code is required.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Must have strong written and verbal communication skills.
• Capable to relate the customer needs to other team members and leadership.
• Must have the ability to process detailed work within assigned timeframes and without errors.
• Demonstrated experience handling relationships with participants, advisors, Plan Sponsors, or TPAs.

Nice To Haves

• Professional certification preferred ASPPA (QKA, QPA), CEBS or NIPA (APA) (APR) preferred.
• SunGard Relius Administration experience preferred.
• Compliance testing and contribution calculation experience preferred.
• Familiarity with various plan designs (traditional 401(k), safe harbor, automatic contribution arrangements, new comparability, etc.).

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 on-going 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.
• 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.

Benefits

• Eligibility to participate in the company's quarterly bonus program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level