MEP/PEP Client Service Manager

Ascensus•Philadelphia, PA

About The Position

Manages and nurtures relationships with qualified defined contribution retirement plans using our recordkeeping platform. Serves as the primary point of contact for assigned relationships, addresses client escalations, documents procedures, and identifies opportunities for process improvement. Reasonable accommodations may be made to enable people with disabilities to perform these essential functions. Provides client support and customer service for daily client inquiries through both verbal and written communication. Demonstrates a proactive approach with assigned clients, fostering relationships to ensure client retention and satisfaction. Collaborates with primary plan contacts, partners and advisors to respond to requests for specialized reports, consult on client inquiries, and research/resolve issues. Excels in high-pressure, fast-paced environments. Participate and engage in open knowledge sharing with colleagues. Provide clear participant guidance, employer communications, retirement education sessions, and collaterals. Must possess emotional intelligence and the ability to simplify complex retirement concepts to non-experts. Maintain employer relationships, understand organizational needs, tailor plan frameworks, and effectively resolve escalations or service gaps. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or tasks that are required of the employee for this job. Duties, tasks and activities may change at any time with or without notice.

Requirements

At least 3+ years of experience working in a related position in the retirement services sector
Proven relationship management experience
Demonstrated project management skills
Solid MS Office skills to include Excel

Nice To Haves

Bachelor’s degree in a business-related field or industry experience
DST experience

Responsibilities

Manages and nurtures relationships with qualified defined contribution retirement plans using our recordkeeping platform.
Serves as the primary point of contact for assigned relationships, addresses client escalations, documents procedures, and identifies opportunities for process improvement.
Provides client support and customer service for daily client inquiries through both verbal and written communication.
Demonstrates a proactive approach with assigned clients, fostering relationships to ensure client retention and satisfaction.
Collaborates with primary plan contacts, partners and advisors to respond to requests for specialized reports, consult on client inquiries, and research/resolve issues.
Excels in high-pressure, fast-paced environments.
Participate and engage in open knowledge sharing with colleagues.
Provide clear participant guidance, employer communications, retirement education sessions, and collaterals.
Must possess emotional intelligence and the ability to simplify complex retirement concepts to non-experts.
Maintain employer relationships, understand organizational needs, tailor plan frameworks, and effectively resolve escalations or service gaps.