MEP/PEP Client Service Manager

JOB SUMMARY  

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. 

ESSENTIAL FUNCTIONS 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.

MANAGEMENT RESPONSIBILITIES (NONE)

REQUIRED EDUCATION, EXPERIENCE AND CERTIFICATES, LICENSES, REGISTRATIONS

• 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

PREFERRED (BUT NOT REQUIRED) EDUCATION OR SKILLS FOR THIS ROLE ARE

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

PROFICIENCIES

• Diversity and Inclusion
• Creative Problem Solver
• Proven fiduciary judgment and ethical decision-making
• Strong organizational skills with an ability to juggle compliance, communication, and operations
• Tech-savvy with ability to learn and manage recordkeeping platforms
• Confident communicator, both in writing and in-person presentations
• Collaborative mindset and ability to work with diverse stakeholders

TRAVEL: Up to 10%

OTHER DUTIES

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.