401(k) Client Service Lead – Plan Success

empower; Manila; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Empower in Manila is seeking a Client Service Manager to serve as the primary operational contact for a portfolio of 401(k) retirement plans. You will manage day-to-day client communications, coordinate plan administration, and lead meetings to ensure high service levels and strong client relationships.

The role requires 3+ years in financial services, knowledge of 401(k) programs and ERISA regulations, and strong communication skills.

Qualifications

• Associate's degree or equivalent work experience in Business, Finance, or related field.
• 3+ years of experience in the financial services industry.
• Knowledge of 401(k) retirement plans and retirement plan administration.
• Knowledge of ERISA, DOL, and IRS regulations related to retirement plans.
• Proficiency with Microsoft Office Suite.
• Strong written and verbal communication and presentation skills.
• Ability to manage multiple priorities, organize work effectively, and solve problems in a client-service environment.

Responsibilities

• Serve as the primary operational contact for an assigned portfolio of 401(k) retirement plans, supporting plan sponsors, advisors, partners, and TPAs.
• Manage day-to-day client communications and coordinate plan administration activities to maintain strong client relationships and deliver a high level of service.
• Lead client meetings and conference calls, track plan issues and action items, and coordinate timely resolution with internal and external stakeholders.
• Proactively follow up on outstanding plan administration matters, including plan setup, plan documents, contributions, loans, distributions, enrollment, plan changes, product changes, investment fund additions and eliminations, plan amendments, statement reviews, banking and payroll changes, forms, payroll support, and pricing changes or recoveries.
• Communicate essential recordkeeping information throughout the plan year, including compliance testing results, plan amendment requests, plan design considerations, regulatory changes, product enhancements, and website functionality.
• Monitor escalated issues through resolution and keep clients informed of status, next steps, and outcomes.
• Coordinate the development and delivery of custom or specialized client reporting.
• Resolve escalated client and plan issues by partnering with internal teams, including operations, legal, compliance, systems, financial control, and technical support.
• Participate in and coordinate client meetings and conference calls to provide consultation, answer questions, and facilitate issue resolution.

Skills

Client service

Financial services

Communication

MS Office

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

Empower in Manila is seeking a Client Service Manager to serve as the primary operational contact for a portfolio of 401(k) retirement plans. You will manage day-to-day client communications, coordinate plan administration, and lead meetings to ensure high service levels and strong client relationships.

The role requires 3+ years in financial services, knowledge of 401(k) programs and ERISA regulations, and strong communication skills.