Workplace Benefits - Client Service Manager

Bank of America; Pennington (AL); On-site; USD 70,000 - 106,000; Full time

Benefits offered by this job

Benefits eligible

Job summary

Bank of America is seeking a Sr. Client Service Manager to oversee relationships with Institutional Retirement clients, driving service excellence, retention, and profitability across plans.

You will partner with Workplace Benefits and senior advisors to resolve complex issues and implement client-centric plans. The role requires collaboration, strong communication, and accountability across a cross-functional team, with on-site work requirements in a corporate setting.

Qualifications

• Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
• Collaboration – can partner and establish relationships
• Displays confidence
• Ability to hold oneself accountable
• Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement
• Ability to manage complex projects and work with a cross-functional team
• Ability to influence decisions

Responsibilities

• Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention
• Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends
• Partners with the Workplace Benefits team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to Workplace Benefits clients
• Acts as a liaison between the client and business to help manage the corporate client relationships and provide support
• Works closely with high profile Financial Advisors and Client Relationship Managers to provide support
• Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks
• Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement

Skills

Client Management

Customer Focus

Oral Communications

Problem Solving

Written Communications

Active Listening

Customer Service Management

Relationship Building

Account Management

Business Acumen

Project Management

Stakeholder Management

Education

High School Diploma

Job description

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for managing the overall relationship with Institutional Retirement clients by implementing and administering retirement plans and changes. Key responsibilities include serving as a strategic leader and overseeing the satisfaction, retention, and profitability of products to ultimately deliver exceptional client service and drive client retention. Job expectations include assisting Plan Sponsors with inquiries related to individual participant issues, helping with system setup, and leading event management activities.

Responsibilities:

• Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention

• Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends

• Partners with the Workplace Benefits team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to Workplace Benefits clients

• Acts as a liaison between the client and business to help manage the corporate client relationships and provide support

• Works closely with high profile Financial Advisors and Client Relationship Managers to provide support

• Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks

• Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement

Required Qualifications:

• Collaboration – can partner and establish relationships

• Displays confidence

• Ability to hold oneself accountable

• Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement

• Ability to manage complex projects and work with a cross-functional team

• Ability to influence decisions

Desired Qualifications:

• Experience in the Defined Contribution space

• Experience in a client facing role

Skills:

• Client Management
• Customer and Client Focus
• Oral Communications
• Problem Solving
• Written Communications
• Active Listening
• Customer Service Management
• Relationship Building
• Account Management
• Business Acumen
• Project Management
• Stakeholder Management

* Can also be filled as a Sr. Client Service Manager depending on skills and experience.

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Colorado: This job will be open and accepting applications for a minimum of seven days from the date it was posted.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - CO - Lone Tree - 10375 Park Meadows Dr - Parkridge Four (CO9375), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$69,500.00 - $105,900.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.