Customer Service Manager

Empower; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Empower is seeking a Client Service Manager to serve as the primary operational contact for a block of 401(k) retirement plans. You will manage plan administration, coordinate client meetings, and maintain strong relationships with sponsors, advisors, and third-party administrators in a fast-paced environment.

The role requires an associate degree, 3+ years in financial services, and solid knowledge of ERISA and IRS regulations.

Qualifications

• Associate degree or equivalent in Business/Finance or related field.
• 3+ years of experience in the financial services industry.
• Knowledge of ERISA, DOL and IRS retirement regulations.
• Excellent written and verbal communication and presentation skills.
• Ability to multi-task, prioritize and solve problems effectively.

Responsibilities

• Coordinate plan administration, client meetings, and communications with sponsors, advisors, and third parties.
• Proactively follow up on outstanding issues with internal teams and external clients.
• Produce and rollout custom reporting for clients and maintain issue history.
• Escalate and resolve complex issues with legal, compliance and processing departments.
• Maintain knowledge of regulatory updates and plan design changes for clients.

Skills

Communication skills

Presentation skills

Multi-tasking

Problem solving

Client service orientation

Education

Associate degree in Business/Finance

Tools

Microsoft Office

Job description

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