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Client Support Manager (Contact Center)

401k Generation

in Altamonte Springs FL / Hybrid

401K Generation is a Registered Investment Advisory firm providing financial and fiduciary services to employer sponsored 401(k) plans and private wealth management services to individuals.  As a 3(16) Plan Fiduciary, we manage the day-to-day administrative tasks for 401(k) plans nationwide. We are committed to helping individuals prepare for their financial future and relieving businesses across American of the administrative burdens of a 401(k) plan. We hold ourselves accountable and pride ourselves on delivering uncomplicated and innovative retirement plan solutions. This dynamic, fast-growth company is seeking a Manager, Client Support to join our team and grow with us.

Job Title:  Manager, Client Support

Report to: Director, 3(16) Services

Status:  Full Time/Non-Exempt

Position Summary:

The Manager, Client Support’s overall responsibility is to ensure that our national partner(s), plan administrators, and participants receive an exceptional customer experience. This is a hybrid position with required office hours in Altamonte Springs, FL.

Job Description:

• Abide by the 401k Generation Leadership Pledge to Inspire, Empower, Support, Be Honest, Hold Myself Accountable, Be Respectful, Actively Listen, Coach and Mentor, Communicate, and Lead by Example
• Train, coach, mentor and inspire team to achieve company goals in a results-oriented environment.
• Manage staffing through appropriate hiring, corrective action, performance management and termination as required
• Direct workflow of staff in delegation, assignment and follow-up required for efficient performance of the team ensuring regulatory deadlines are met
• Track various productivity, quality, and performance standards including those stated in SMART goals and analyze results to ensure that established levels are achieved
• Manage workforce through scheduling including approving PTO requests
• Ensure timecards are accurate
• Create and maintain open and positive communication channels with all employees, staff, peers, other management, and customers as appropriate.
• Make financially responsible decisions to ensure the cost-effective use of all resources throughout the organization including people, time, systems, processes, materials, equipment, and facilities.
• Actively promote communication, collaboration, and teamwork across all departments, teams and functions for the achievement of common goals and objectives.
• Understand and consistently enforce established policies and procedures
• Leadership at all levels is expected to understand and apply 401k Generation’s Essential Leadership Requirements. In doing so, leaders will demonstrate a balance between people and task assignments. There are four primary areas of responsibility that are considered critical:
  • Leadership of People
  • Oversight of Work Processes & Job Tasks
  • Oversight of Workplace Situations & Impact Issues
  • Leadership & Oversight of Workplace Culture
• Meet Essential Leadership Responsibilities per the attached
• As subject matter expert, act as escalation point for client issues to internal and external customers and partners
• Lead daily activities of the client support teams to ensure all work is completed according to scheduled deadlines and in accordance with quality standards
• Update and maintain internal and external communication and Standard Operational Procedures (SOP), and templates
• Troubleshoot and research appropriate resolutions and effectively communicate findings to clients
• Role model outstanding customer service
• Build inter-departmental relationships
• Facilitate fundamental training company-wide
• Offer solutions to meet or exceed customer expectations
• Manage workflow of staff in delegation, assignment and follow-up required for efficient performance of the team
• Ensure adequate coverage across all shifts through effective workforce management
• Document each customer encounter with proper internal/external documentation in CRM
• Maintain and ensure confidentiality of plan and participant information
• Acts as an escalation point for clients and partners
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics
• Complete assigned work within set deadlines
• Compose consistent professional communication
• Continually maintain knowledge of all company services
• Practice organization and time management skills including prioritizing work
• Meet or exceed metrics on a consistent basis

Job Qualifications:

• Bachelor's Degree or equivalent work experience required
• Broad knowledge of the retirement plan industry required, designation with ASPPA preferred
• Minimum of seven years’ experience with defined contribution plan administration and a minimum of 3 years’ leadership experience required
• Willingness and ability to work hours needed to meet required deadlines and goals
• Prior management of KPIs, SLAs, planning and workforce management data required
• Previous experience in the development and facilitation of training
• Excellent collaboration, organizational, time management, customer service and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
• Effective leadership, coaching, motivation skills
• Strong focus on customer service
• Exceptional verbal, written and visual communication skills
• Must exhibit a strong emotional intelligence
• Self-motivated and ability to work independently and effectively under deadline pressures
• Strong analytical skills to evaluate facts and data using sound and mature judgment
• Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
• Ability to maintain cooperative working relationships with all levels
• Ability to assess team members' performance and provide motivational support
• Ability to work both independently and as part of a team
• Strong client relationship building skills
• Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
• Must be authorized to work in the US
• Must be able to pass a criminal background check

How to Apply

To apply, please email your resume to careers@401kgeneration.com

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