Manager, Client Services

Ascensus; Baxter (MN); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental & vision benefits

Health Savings Account (HSA)

401(k) & 529 college savings match

Paid time off

Volunteer program

Job summary

Ascensus is a leading technology and service platform powering retirement plans across America. This Manager role leads a team delivering client service to plan sponsors, brokers, and financial partners with focus on accuracy and growth.

The position emphasizes hiring, coaching, and performance management, while maintaining high service standards and secure handling of confidential data. Travel is required as necessary.

Qualifications

• Bachelor's degree required; advanced degree or certification preferred.
• 3–5 years of supervisor/managerial experience in the industry.
• 7–10 years of overall industry experience.
• Proficiency with Microsoft Office and data reporting.
• Strong analytical, problem-solving, and communication skills.
• Ability to handle multiple priorities under pressure.
• Willingness to travel as required.

Responsibilities

• Lead and motivate staff to deliver excellent client service.
• Oversee hiring, onboarding, and performance feedback.
• Monitor service levels and productivity of calls and cases.
• Plan workflows to meet service commitments and deadlines.
• Produce weekly/monthly production and performance reports.
• Develop staffing strategies and coordinate training.
• Protect confidential data and uphold core values.

Skills

Leadership

People management

Communication

Analytical skills

Problem solving

Time management

Project management

Coaching and mentoring

Interpersonal skills

Presentation skills

Conflict resolution

Travel

Microsoft Office

Education

Bachelor's degree

Advanced degree or certification (ASPPA, CEBS)

Tools

Ascensus record keeping system

Microsoft Office

Job description

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Position Purpose: Responsible for managing a staff of associates in the delivery of excellent client service to plan sponsors, brokers/agents and financial partners in all aspects of retirement plan services. The Manager will lead the staff in maintaining service standards and an environment that promotes achievement and professional growth.

Essential Duties and Responsibilities:

• Motivate, lead and support team members to provide excellent customer service by ensuring that staff is properly trained to respond to inquiries in a professional manner.
• Participate in the hiring process by conducting interviews and evaluating candidates.
• Responsible for providing team members with substantive, periodic feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal.
• Monitor service levels and telephone calls productivity.
• Review and act upon daily production reports.
• Plan and organize workflow in order to meet service commitments.
• Produce weekly/monthly production reports outlining completed cases and pending cases.
• Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives.
• Coordinate the successful training and instruction of new associates.
• Develop staff on industry knowledge, general business skills set, and professional development.
• Develop workflow alternatives that will streamline the production process, including the identification of opportunities for improvement, make recommendations for changes and help implement those changes.
• Perform other duties and special projects as assigned.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.

Minimum Requirements:

• Bachelors Degree required.
• Advanced degree or industry specific certification (ASPPA, CEBS, etc.) strongly preferred.
• 3-5 years supervisor/managerial industry experience.
• 7-10 years overall industry experience.
• Proficiency with Microsoft Office.
• Comprehensive knowledge of Ascensus record keeping system and retirement plans; or experience in recordkeeping systems at other recordkeeping providers.
• Excellent analytical and problem solving skills
• Ability to work well under pressure with multiple priorities and deadlines
• Superior Interpersonal Skills.
• Superior Presentation Skills.
• Superior Written and Oral Communication Skills.
• Superior Conflict Resolution Skills.
• Superior Project Management Skills.
• Superior Coaching and Mentoring Skills.
• Superior Time Management Skills.
• Must be able to travel.

Ascensus helps millions of people save for a better future. What makes any career at Ascensus so rewarding? Collaborative, idea-sharing environment Professional Development with in-house training and tuition reimbursement Generous reward programs Paid time off Medical, dental & vision benefits Health Savings Account with employer contribution up to $1,100 401(k) & 529 college savings match programs Volunteer and charitable-giving programs Business casual dress