Client Service Team Lead

NBT Bancorp•Rochester, NY

8d•$64,367 - $94,394

About The Position

Deliver and/or manage client service team members to provide exemplary client service. Act as a go to lead on day to day operations, by overseeing the daily record-keeping and administration of assigned book of business. Work to ensure EPIC RPS standards are met to promote the highest levels of client satisfaction, retention, and additional revenue growth opportunities.

Requirements

Associate's degree and five (5) years of related experience or equivalent combination of education and experience
Demonstrated leadership aptitude.
Demonstrated knowledge of ERISA requirements and experience with administering a broad range of qualified plans.
Position requires the ability to understand complex allocations such as, new comparability, integrated plan formulas, earned income calculations, compliance testing.
Demonstrate the ability to communicate effectively to a variety of audience
Ability to read and interpret documents such as procedure manuals and technical procedures.
Ability to write routine correspondence.
Ability to speak effectively with both internal and external contacts.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Must have knowledge of advanced Microsoft Office applications
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship of an employment Visa at this time.

Nice To Haves

Direct experience in senior client service role or equivalent preferred
ASPPA Qualified 401(k) Administrator (QKA) designation

Responsibilities

Directs the day to day workflow of the teams as needed.
Maintain open line of communication with all staff.
Assist team members with escalated client issues.
Identify and escalate priority issues to Manager of Client Services as needed.
Participant on calls with Client Service Specialists where greater technical and/or administrative knowledge is required.
Maintain book of clients and ability to perform client service tasks.
Ensure procedures and changes to processes are updated and effectively introduced to the Service team.
Assist Manager of Client Services with projects.
Provide technical research assistance to other team members.
Provide training to Client Service team as needed on regulatory, internal processes, and procedure changes.
Performs other duties as assigned.

Benefits

Generous Paid Time Off : At least 22 days annually, prorated in the year of hire.
Parental Leave : Six weeks of paid leave at 100% of your salary.
Comprehensive Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants.
Dental and Vision Coverage : Ensuring your overall health and well-being.
Flexible Spending Accounts : For healthcare and dependent care expenses.
Employer-Paid Disability Coverage : Both short-term and long-term, with an option to purchase additional long-term coverage.
Life Insurance : Employer-paid basic life insurance, with an option to purchase supplemental coverage.
Voluntary Benefits : Including hospital, accident, and critical illness coverage.
Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.
Adoption Assistance : Supporting your growing family.
Tuition Reimbursement : Invest in your education and career growth.
Employee Assistance Program (EAP) : Access to support and resources.
Financial and Banking Services : Various benefits and financial planning assistance .