Manages the day-to-day activities of a 401(K) client services team to ensure delivery of optimal service. Typically manages 12-16 401(k) Specialists. Maintains high visibility within a fast-paced, dynamic environment with an emphasis on high levels of client satisfaction, client retention, and statistical achievement. Balances statistical achievement with quality-of-service initiatives to ensure that all clients receive accurate, professional and timely responses to inquiries/issues. Ensures seamless client service through regular interfaces with internal business partners such as payroll and all our Support Groups. Utilize extensive 401(K) product knowledge and experience to support staff resolving 401(K) product and service issues. Implements enhancements in product and service levels to all service associate levels and provides measurements of success accordingly. Provides a vehicle through which procedural modifications, changing business needs and expansion of services for existing clients may be implemented without causing undue stress on the client population or the service team staff. Determines training requirements; manages human resource issues and performance for the team. Provide communication with payroll regions and other 401(K) departments to resolve client issues. Business travel may be required.
RESPONSIBILITIES:- Manages the Regional 401(k) department of 12-16 direct inbound Client Service Specialists, providing feedback to each associate, based on their job duties, ensuring quality performance, client retention, and high standard work ethic.
- Manages performance of associates in order to meet employee retention goals, ensure high quality and statistical achievement and provide opportunities for career development.
- Drafts performance appraisals for associates, provides clear actionable feedback and holds team accountable to meet and exceed expectations. Works closely with the Plan Executive to draft team goals and implement enhancements in product and service levels to all service associate levels and provides measurements of success accordingly.
- Responsible to identify and execute improvement projects to improve results and drive business forward.
- Responsible for maintaining accurate time and attendance records in coordination with the Workforce Management Group.
- Coordinate functions within the department to initiate communication and encourage team spirit.
- Respond to inquiries from Operations Exec., Clients, Sales, Payroll, Human Resources, and New Business regarding 401(k) Administration, process flow, statutory limitations and changes.
- Works within the organization and their team to ensure client satisfaction with the 401(k) product, receive feedback on client concerns and provide hands-on de-escalation.
- Resolve Escalations via phone and email including point-of-call escalation.
- Works with the HR/Client Relations Executive to schedule client service calls of our Tier One clients, either at the worksite or over the phone, to ensure client satisfaction with the 401(k) product - to receive feedback on client concerns.
- Provides assistance to the 401(k) Plan Specialist regarding escalations and client problem resolution in the technical - compliance features of the 401(k) Plan.
- Trend client escalations and provide summary reports to Plan Executive monthly.
- Manages NPS Detractors and Promoters and periodically calls on clients for feedback.
- Work with Plan Exec and Management to rollout Annual Strategies and Campaigns
- Manage Dept Productivity, Monitor phone Queues and workgroups.
- Performs other related duties as assigned.
QUALIFICATIONS REQUIRED:- 4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
- 4+ years of direct contact center customer service experience including leadership in said environment
- 4+ Years experience within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
- 2+ years of demonstrated working knowledge of regulatory and financial frameworks within Retirement Services, Insurance, Payroll, Benefits, or other Human Capital Management
- Proficiency in Microsoft Office Products (Word, Excel, Outlook, Co-pilot etc)
Preference will be given to candidates who have any of the following:
- Bachelor's Degree or its equivalent in education and experience
- Personnel management, strategic thinking, and decision making
- strong data fundamentals, ability to translate data into actionable insights
- Proven relationship-building skills. Strong time-management, organization and problem-solving skills.
- Experience coordinating and leading projects and conference calls.
- Demonstrates strong oral/written communication skills. Demonstrates strong listening skills
- Demonstrates extraordinary drive to pursue additional responsibility, learn proprietary tools, and resolve challenges in the face of ambiguity.
- Proficiency in navigating payroll, HR databases and recordkeeping systems
- Experience gauging and shaping client satisfaction through service experience, scheduled survey's, client calls/visits and day-to-day interaction
- In-depth working knowledge in retirement service industry, General financial services background and/or General FINRA, DOL, ERISA knowledge.
- Demonstrated continuing education in the 401(k) field. (QKA, QKC,CRPC, ERPA)
- FINRA Series 26 license
- Experience with a TPA or record keeper.
