Workplace Benefits - Client Service Manager
About The Position
This job is responsible for managing the overall relationship with Institutional Retirement clients by implementing and administering retirement plans and changes. Key responsibilities include serving as a strategic leader and overseeing the satisfaction, retention, and profitability of products to ultimately deliver exceptional client service and drive client retention. Job expectations include assisting Plan Sponsors with inquiries related to individual participant issues, helping with system setup, and leading event management activities. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Requirements
- Collaboration – can partner and establish relationships
- Displays confidence
- Ability to hold oneself accountable
- Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement
- Ability to manage complex projects and work with a cross-functional team
- Ability to influence decisions
- Client Management
- Customer and Client Focus
- Oral Communications
- Problem Solving
- Written Communications
- Active Listening
- Customer Service Management
- Relationship Building
- Account Management
- Business Acumen
- Project Management
- Stakeholder Management
Nice To Haves
- Experience in the Defined Contribution space
- Experience in a client facing role
Responsibilities
- Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention
- Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends
- Partners with the Workplace Benefits team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to Workplace Benefits clients
- Acts as a liaison between the client and business to help manage the corporate client relationships and provide support
- Works closely with high profile Financial Advisors and Client Relationship Managers to provide support
- Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks
- Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement
Benefits
- Access to paid time off
- Resources and support to our employees
- Discretionary incentive eligible
- Annual discretionary award based on individual performance, line of business performance, and overall company success
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
