Section 1: Position Summary

The Director of Client Services is responsible for the oversight of the processing and problem resolution teams for designated 529/ABLE plans in Government Savings.  This role is required to supervise a large group of associates, team leads and managers by demonstrating a strong balance of financial industry knowledge and leadership capabilities.  Additionally, a solid understanding of software applications used to support a transfer agency is critical to participating in the strategic direction of these teams and collaboration with peers.  Demonstrated technical aptitude is critical in this role as the leader must be able to understand staffing models and align resources during peak volume seasons and unexpected changes in the workflow or vendor confidence.  The ability to be flexible and agile in thinking and acting is critical to achieving quality and timeliness in service levels mandated by partners and clients of the Ascensus Government Savings business.

Section 2: Job Functions, Essential Duties and Responsibilities

• Ensure timeliness and quality service levels are achieved

• Oversee a diverse range of transactions provided by phone and processing teams

• Partner and assist peer leaders regarding staffing needs for other areas

• Provide daily feedback and coach direct reports in leadership and running the daily business (internal policies, procedures)

• Manage responses to volumes, workflow and resource allocation

• Communicate with key business partners on client needs and issues

• Ensure compliance with all organizational regulations and initiatives

• Identify and support training initiatives that enhance performance across teams in line with overall business goals and objectives

• Provide mentoring to leadership in all facets of the client service roles with a focus on leadership development

• Partner with VP of Client Services and peers in creating and managing a strategic plan for all areas of the operation; recommend proactive improvements with a budget conscious viewpoint

• Facilitate and participate in calls with partners as needed; develop and maintain internal and external relationships across the organization

• 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.

• Our I-Client service philosophy and our 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.

• Proactively adopt, protect and boldly embrace emerging technologies (AI, automation, etc.), platforms, and evolving practices that accelerate transformational growth and advance Ascensus’ mission and client commitments.

Supervision  

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree with 10 years professional experience; 7+ years of leadership experience in the financial industry leading service teams

• Minimum 5 years’ experience in the financial services industry

• Flexibility throughout the year with a focus on peak seasons

• Prior project management and/or process improvement experience

• Demonstrated technical expertise; strong analytical, problem solving and decision-making skills

• Detail oriented, self-motivated, ability to multitask and self-manage in a deadline driven environment

• Knowledge of 529 savings plans preferred but not required

• Some travel required for professional development and business-related needs