Client Service Manager

Ascensus • Philadelphia, PA

5d

About The Position

The Client Service Manager delivers consistent, high-quality account management and administration for a portfolio of defined contribution relationships. The role aims to drive long-term client satisfaction and retention, improve efficiency, resolve client issues, and help clients manage retirement plans for better outcomes.

The manager is the primary point of contact for assigned clients, financial advisors, and partners regarding day-to-day account management, with operational oversight of account-related activities. The position provides retirement plan and operational expertise, supports plan sponsors with fiduciary responsibilities, coordinates with internal operations and external providers, and helps ensure that plan activities and client commitments are completed.

Requirements

• Knowledge of ERISA regulations and the applicable Internal Revenue Code.
• Advanced knowledge of Microsoft Excel and Outlook.
• Strong written and verbal communication skills.
• Ability to relate customer needs to other team members and leadership.
• Ability to process detailed work accurately and within assigned timeframes.
• Familiarity with plan designs such as traditional 401(k), safe harbor, automatic contribution arrangements, and new comparability.
• Demonstrated experience handling relationships with participants, advisors, plan sponsors, or third-party administrators.
• Minimum four-year bachelor’s degree or equivalent combination of education and relevant experience.

Nice To Haves

• SunGard Relius Administration experience.
• Compliance testing and contribution calculation experience.
• Professional certification, such as ASPPA QKA or QPA, CEBS, or NIPA APA or APR.

Responsibilities

• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by providing ongoing service; serve as the primary day-to-day account-management contact for assigned clients, advisors, and partners, with operational oversight of account-related activities.
• Work with Relationship Managers to support client satisfaction by providing retirement-plan and operational expertise, proactively identifying, owning, and resolving client issues, and offering value-added consulting.
• Support clients in managing fiduciary responsibilities by addressing and resolving plan compliance, regulatory, and operational issues in conjunction with the third-party administrator and financial advisor, if applicable.
• Proactively review assigned plans’ periodic activity, including compliance testing, Form 5500, quarterly statements, and required minimum distributions, to ensure client commitments are met.
• Coordinate effectively and efficiently with internal operations partners, financial advisors, and other client-related service providers.
• Adhere to individual service and retention goals.
• Manage the overall client relationship experience, including building and maintaining strong relationships with plan sponsors, advisors, and third-party administrators.
• Analyze, troubleshoot, and solve plan administration and recordkeeping issues.
• Train advisors and plan sponsors on procedures for payroll submissions, fund changes, loan and distribution processing, compliance testing, and related matters.
• Advise plan sponsors on mandatory and discretionary plan document amendments.
• Apply understanding of nondiscrimination testing under Internal Revenue Code sections 401(k), 401(m), and 401(a)(4).
• Provide assistance and website training to advisors, plan sponsors, and third-party administrators.
• Solve diverse and complex problems using analytical skills where limited precedents or guidelines exist.
• Understand process flows and their interdependencies.

What This Job Offers

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