The Associate Client Service Manager - Inbound Call Center is responsible for answering incoming telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators. Accountable for daily support of our clients and intermediaries by responding timely and accurately to general and technical inquiries. Manage daily communications with internal and external parties to maintain strong client relationships; manage and coordinate inquiries and address issues within required timeframes.
What you will do
- Proactively follow up on outstanding issues with internal functional areas as well as with external clients
- Handle issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries
- Ensure issues are being resolved and clients are kept apprised of progress ensuring the highest level of client service and satisfaction
- Educate clients on plan provisions and functionality of plan sponsor website and EIVR
- Promptly handle escalated issues
- Promote self-service and education on the Plan Service Center site
What you will bring
- High school diploma
- 2-year experience in the financial services industry
- Knowledge of Microsoft Office Suite
- FINRA fingerprinting required upon hire
What will set you apart
- Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans
- Strong written and verbal communication skills
- Ability to multi-task, prioritize, and problem-solve effectively
- FINRA Series 6 permitted, but not required
