Specialist Client Service Management

Empower India; Bengaluru; On-site; INR 550,000 - 900,000; Full time

Job summary

Empower India in Bengaluru is seeking a Spec Client Services Manager to handle service requests from a defined group of Client Service Managers, ensuring a best-in-class client experience. You will engage across operations to resolve issues and drive process improvements.

The role emphasizes relationship management, timely problem resolution, and collaboration with teams to enhance satisfaction and loyalty, with a focus on teamwork and delivering value to clients.

Qualifications

• 2-4 years of experience in the 401k industry.
• At least 12 months in the current role or team.
• Knowledge of ERISA, DOL and IRS retirement regulations.
• Strong written and verbal communication; able to work night shifts.
• Proficient with Microsoft Office Suite.

Responsibilities

• Proactively follows up on outstanding issues with internal teams.
• Keeps clients/partners updated on progress for high service levels.
• Handles straightforward problems and refers complex ones.
• Participates in client service reviews with managers.
• Maintains a client-first approach while meeting divisional needs.

Skills

Interpersonal skills

Written and verbal communication

Deadline-oriented

Night shift flexibility

Education

Bachelor's Degree

SPARK

Tools

Microsoft Office Suite

Job description

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

Job Summary: -

Spec Client Services Management works within a Service Team environment, which will consist of queries/requests from Client Service Managers. The individual will work on all service and operational requests from a specific group of CSM and will be responsible for the overall service experience for their clients. He/she will be highly engaged in all areas of support and management relative to the activities of these specific CSM. The individual will focus on areas of client service relationship management, problem resolution, and process improvement. He/she are encouraged to be key contributors to a positive workplace environment and have a strong commitment to teamwork and shared success.

Primary Duties and Responsibilities: -

• Proactively follows up on outstanding issues with internal functional areas related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries.
• Ensures issues are being resolved and clients/partners are kept apprised of progress ensuring highest level of client service and satisfaction.
• Typically handles straightforward problems/issues and refers more complex issues to senior staff.
• Actively participate reviews (if any) with the client service managers.
• Should carry supporting divisional business needs, while maintaining a "client first" mentality.
• Driving high satisfaction, quality, and efficiency for both the client and client service managers.
• Delivering superior results quickly and efficiently, utilizing effective time management skills.
• Driving innovation through curiosity and comprehensive understanding of business processes and challenges

Background And Qualifications

• 2-4-year experience in 401k industry.
• At least 12 months in the current role or team
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement
• Strong interpersonal skills and eye for details oriented
• Should possess strong written and verbal communications, should be flexible to work in night shift
• Must be deadline oriented ensuring issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction
• Knowledge of Microsoft Office Suite Programs
• Bachelor’s Degree is a must
• SPARK preferred

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.