Client Service Manager

Ascensus; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Ascensus in Charlotte, NC is seeking a Client Service Manager to deliver high‑quality account management for a portfolio of defined contribution plans, driving client satisfaction and retention, resolving issues, and helping clients manage retirement plans for better outcomes.

You will build and sustain relationships with plan sponsors, advisors, and TPAs; oversee plan compliance, testing, 5500s and distributions; provide training to Advisors and Sponsors; and partner with internal teams to

Qualifications

• Bachelor's degree required; certifications preferred (ASPPA QKA/QPA, CEBS, NIPA/APR).
• 4+ years in retirement plan or defined contribution client service.
• Familiarity with ERISA and Internal Revenue Code provisions.

Responsibilities

• Build strong client relationships with plans, sponsors, and advisors.
• Oversee plan administration, compliance testing, 5500s, and distributions.
• Coordinate with TPAs, advisors, and sponsors to resolve issues.
• Provide training to Advisors and Plan Sponsors on procedures.
• Analyze and resolve complex plan administration problems.
• Maintain timely, accurate documentation and service levels.

Skills

ERISA knowledge

Client relations

Issue resolution

Attention to detail

Communication

Plan design basics

Education

Bachelor's degree

ASPPA QKA/QPA CEBS NIPA/APR

Tools

Excel

Outlook

SunGard Relius Administration

Job description

Job Summary

The Client Service Manager is responsible for delivering consistent, high quality account management and administration for a portfolio of defined contribution relationships, with the objective of driving longterm satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes.

Essential Functions of the Job

• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by providing engaging on-going service; serve as the primary point of contact for all assigned clients, financial advisors, and partners, on the day-to-day account management with operational oversight of all account related activities.
• The Client Service Manager may work with the Relationship Managers to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting.
• Support clients in managing their fiduciary responsibilities by addressing and resolving plan compliance, regulatory and operational issues in conjunction with the third- party administrator (“TPA”) and financial advisor, if applicable.
• Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Coordinate effectively and efficiently with internal operations partners, financial advisors, and other client related service providers.
• Adhere to team individual service and retention goals.
• Responsible for the overall client relationship experience, including building and maintaining a Created By: Rachel Allen August 31, 2023 Version: 1 strong relationship with plan sponsors, advisors, and TPAs.
• Analyze, troubleshoot, and problem solve plan administration and recordkeeping issues.
• Provide training to Advisors, and Plan Sponsors, to communicate procedures relating to payroll submission, fund changes, loan and distribution processing, compliance testing, etc.
• Advise Plan Sponsors on mandatory and discretionary plan document amendments.
• Understand non-discrimination testing under sections 401(k), 401(m) and 401(a)(4) of Internal Revenue Code.
• Provide assistance and website training to Advisors, Plan Sponsors, and TPAs.
• Solves diverse and complex problems using solid analytical skills where limited precedents or guidelines exist.
• Able to understand process flow and their interdependencies.

Skills/Abilities

• Knowledge of ERISA Regulations and the applicable Internal Revenue Code is required.
• SunGard Relius Administration experience preferred.
• Compliance testing and contribution calculation experience preferred.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Must have strong written and verbal communication skills.
• Capable to relate the customer needs to other team members and leadership.
• Must have the ability to process detailed work within assigned timeframes and without errors.
• Familiarity with various plan designs (traditional 401(k), safe harbor, automatic contribution arrangements, new comparability, etc.).
• Demonstrated experience handling relationships with participants, advisors, Plan Sponsors, or TPAs.

Qualifications

• Minimum 4 year Bachelors Degree or the equivalent combination of education and relevant experience
• Professional certification preferred. ASPPA (QKA, QPA), CEBS or NIPA (APA) (APR) preferred.

Physical Requirements

• Sitting: Constant
• Standing, Bending, Twisting: Occasional
• Computer Use: Constant
• Lifting up to 20 pounds: Occasional
• Lifting more than 20 pounds: Occasional