Client Service Manager

Empower; Manila; On-site; PHP 40,000 - 60,000; Full time

Job summary

A financial services company located in Metro Manila, Philippines is seeking a Client Service Manager to oversee the delivery of service for 401(k) retirement plans. This role requires effective communication with clients and internal teams, ensuring all service tasks are managed efficiently and client satisfaction is maintained. Candidates should have at least 3 years of experience in the industry and an associate's degree in a relevant field. The company values internal mobility and diversity.

Qualifications

• 3+ years of experience in the financial services industry.
• Knowledge of ERISA, DOL and IRS regulations related to retirement plans.
• Ability to communicate effectively with clients.

Responsibilities

• Manage daily communications with clients and internal teams.
• Coordinate with various departments to resolve client issues.
• Lead client meetings and ensure high levels of satisfaction.

Skills

Written communication

Verbal communication

Problem-solving

Multi-tasking

Education

Associate's degree in Business or Finance

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.

The Client Service Manager (CSM) serves as the primary operational contact for a specified block of 401(k) retirement plans. The CSM is accountable for overall delivery of service to our plan sponsors, advisors, partners and third-party administrators. Manages daily communications with internal and external parties to maintain and develop strong client relationships; manages and coordinates plan administration; leads client meetings and/or conference calls; proactively maintains plan issues history/log and addresses these items within required timeframes.

What you will do

• Proactively follow up on outstanding issues with internal functional areas as well as with external clients related to: plan set-up, plan documents, contributions, loans, distributions, enrollment, coordination of plan-level contact or plan changes, product changes, fund adds/eliminations, plan amendments, statement reviews, banking/division/pay center changes, forms customization or updates, payroll support, and pricing changes/recoveries
• Proactively address and communicate essential recordkeeping information to stakeholders during each plan year, including compliance testing results, plan amendment requests, plan design issues, regulatory changes, product enhancements, and new website functionality
• Ensure issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction
• Coordinate production and rollout of custom or specialized reporting for clients
• Promptly handle escalated issues requiring special handling through coordination with various internal departments including functional processing areas, legal, compliance, systems, financial control, and technical support
• Participate in and/or coordinates conference calls and meetings to consult and assist clients with questions or issue resolution

What you will bring

• Associate's degree, preferably in Business, Finance or a related field or equivalent years of work experience
• 3+ years of experience in the financial services industry
• Knowledge of Microsoft Office Suite
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans
• Excellent written and verbal communication and presentation skills
• Ability to multi-task, prioritize, and problem-solve effectively

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.