Client Service Manager

Ascensus • Charlotte, NC

2d

About The Position

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

The manager serves as the primary day-to-day contact for assigned clients, financial advisors, and partners, providing operational oversight of account activities and maintaining strong relationships with plan sponsors, advisors, and third-party administrators. Working with Relationship Managers and internal and external service partners, the manager provides retirement plan and operational expertise, addresses fiduciary, compliance, regulatory, and administrative matters, and ensures scheduled plan activities are completed. The role also provides training and guidance on plan procedures, amendments, and related administration.

Requirements

• Knowledge of ERISA regulations and applicable Internal Revenue Code is required.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Strong written and verbal communication skills.
• Ability to communicate customer needs to other team members and leadership.
• Ability to process detailed work within assigned timeframes and without errors.
• Familiarity with plan designs including traditional 401(k), safe harbor, automatic contribution arrangements, and new comparability.
• Demonstrated experience handling relationships with participants, advisors, plan sponsors, or third-party administrators.
• Bachelor’s degree, minimum four years, or an 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.
• Serve as the primary point of contact for assigned clients, financial advisors, and partners for day-to-day account management, with operational oversight of account-related activities.
• Work with Relationship Managers to support client satisfaction by providing retirement plan and operational expertise, identifying and resolving client issues, and offering value-added consulting.
• Support clients with fiduciary responsibilities by addressing plan compliance, regulatory, and operational issues in conjunction with the third-party administrator and financial advisor, when applicable.
• Proactively review the status of assigned plans’ periodic activities, including compliance testing, Form 5500, quarterly statements, and required minimum distributions, to ensure client commitments are met.
• Coordinate with internal operations partners, financial advisors, and other client-related service providers.
• Adhere to individual and team service and retention goals.
• Manage the overall client relationship experience and build and maintain relationships with plan sponsors, advisors, and third-party administrators.
• Analyze, troubleshoot, and resolve plan administration and recordkeeping issues.
• Train advisors and plan sponsors on procedures for payroll submissions, fund changes, loan and distribution processing, and compliance testing.
• Advise plan sponsors on mandatory and discretionary plan document amendments.
• 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