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Director, Customer Experience

401k Generation

(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 Director, Client Experience to join our team and grow with us.

Job Title: Director, Client Experience

Report to: COO

Status: Full Time/Non-Exempt

Position Summary:

The Director, Client Experience’s overall responsibility is to ensure that our national partner(s), plan administrators, and participants receive an exceptional client experience.

Job Description:

• Promote and adhere to the company’s core values; Accountability, Communication, Commitment, Service Excellence, Integrity, and Collaboration
• Leadership/Management Responsibilities:
  • 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.
  • Create and maintain open and positive communication channels with all superiors, employees, peers, and clients 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.
  • Update and maintain internal and external communication and Standard Operational Procedures (SOP), and templates.
  • Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
• Develop and implement a comprehensive client experience strategy aligned with the company's mission and values.
• Advocate for the customer perspective in decision-making processes.
• As subject matter expert, act as escalation point for client issues to internal and external clients, partners, and regulators
• Ensure compliance with regulatory requirements.
• Assess proposed regulations for impact on the clients and business and develop procedures to address relevant changes.
• Regularly report on customer experience metrics and provide insights to drive continuous improvement.
• Oversee Strategic Relationship team to ensure assigned accounts are being served and partner sales teams are engaged. Provide justification for expenses related to travel.
• Role model outstanding customer service
• Build inter-departmental relationships
• Facilitate fundamental training company-wide
• Offer solutions to meet or exceed client expectations
• Ensure adequate coverage across all shifts through effective workforce management
• Document each client encounter with proper internal/external documentation in CRM
• Maintain and ensure confidentiality of plan and participant information
• 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
• QKA designation required
• Minimum of ten years’ operations 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

Email Resume To: careers@401kgeneration.com

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