Client Service Manager

Bank of America•Jacksonville, FL

4d•$69,500 - $89,100

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: Responsible for the day-to-day management Institutional Retirement Products( Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between RPWS (Retirement & Personal Wealth Solutions) and other business partners to ensure that high quality and comprehensive client service is provided to RPWS clients. Responsible for the day-to-day management of Equity AwardChoice and ESPP clients (Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between Workplace Benefits and other business partners to ensure that high quality and comprehensive client service is provided to Workplace Benefits’ clients.

Requirements

Client Management
Customer and Client Focus
Problem Solving
Active Listening
Customer Service Management
Relationship Building
Account Management
Business Acumen
Project Management
Stakeholder Management
Excellent communicator (both verbal and written)
Well organized and client focused
Must have a minimum of 5 years related experience
Exceptional follow-up and follow through skills
Ability to adapt their style to that of the client
Ability to handle multiple large and complex corporate relationships
Aptitude to learn a complex system platform
Ability to interact effectively with Senior HR and Finance executives
Superior project management skills
High School Diploma / GED / Secondary School or equivalent

Nice To Haves

Bachelor’s Degree strongly preferred or equivalent experience
CEP Designation or working toward
Strong Excel, PowerPoint and Access skills

Responsibilities

Train plan sponsors on how to use the Award Choice and ESPP platform to support their participants and drive financial wellness.
Stay abreast of new product developments and industry trends.
Provide assistance to plan sponsors in the planning of their annual events.
Manage and lead corporate events such as events; mergers, acquisitions, new product rollout and plan changes.
Liaison between plan sponsor and internal business partners.
Establishing client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests, and problems.
Demonstrated ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.
Provide client-specific information to our RBCC (Retirement Benefits Contact Center) agents to ensure satisfactory participant servicing.
Participate in in-person client and prospect meetings
Responsible for providing work direction, guidance, and expertise to less experienced associates and may provide training to associates on new and complex initiatives.
Support team by assisting in the completion of special projects as required

Benefits

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
This role is currently benefits eligible.
We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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