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Client Service Manager, Retirement

TRI-AD

in Tempe AZ / CA

TRI-AD

Why work here?: True Autonomy, Great Talent, Meaningful Work & Flexibility

This position is a Regular, FT role. Ideally looking for a person in AZ in the Tempe/Phoenix area

Position Summary:

The Retirement Client Service Manager (CSM) serves as the overall account manager for small- to mid-size clients, covering client management of Retirement services for all of TRI-AD’s service offerings: Daily Valuation Qualified Defined Contribution Plans, Non-Qualified Plans, Periodic Valuation Plans, and Defined Benefit Plans. The CSM is responsible for day-to-day delivery of services to an assigned group of clients; this includes: relationship building, directing internal resources to resolve client issues, actively consulting with clients to adopt TRI-AD and industry best practices, developing and fostering long-term client relationships by providing high quality, proactive client service and support and efficiently addressing and resolving service issues as they occur. The CSM is also accountable for managing the scope of services for each client, negotiating out of scope requests, and acting as the project manager on all client projects (new client implementations, etc.)

Essential Duties and Responsibilities:

  • Act as the overall owner of day-to-day client relationships and administrative services
  • Support the client invoicing process by reviewing work-in-progress reports and associate time/billing entry
  • Educate and train support staff on clients, benefit plans, systems, administrative procedures, relationship management, client negotiations, etc.
  • Identify and implement process improvements across the Retirement team to ensure consistent, efficient service delivery
  • Represent TRI-AD at client benefit fairs to educate participants on plan features and benefits
  • Escalate client issues to appropriate internal resources as needed
  • Develop a deep understanding of the underlying technologies, processes, and resources that support our services
  • Demonstrate the ability to use broad technical knowledge in working with clients to determine their needs and influence decisions and outcomes
  • Manage client technical issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives
  • Coordinate TRI-AD’s response to technical and compliance issues (e.g., legal aspects, testing, reporting, etc.)
  • Assist with system design and development by creating user requirements for system enhancements
  • Simultaneously manage numerous client relationships of varying services, scope, and size
  • Effectively manage both client satisfaction and overall client profitability
  • Manage client expectations by providing ongoing, proactive communication on projects, deliverables, issue resolution, and other substantive items
  • Plan and lead annual client service review meetings and other client and internal meetings
  • Ensure completion and documentation of all items on the client service schedule for each aligned client
  • Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.
  • Manage the creation of service agreements and negotiate renewals, plan documents, plan amendments, billing, receivables, and scope-of-service
  • Manage client expectations and set appropriate pricing for out-of-scope work to ensure ongoing profitability
  • Manage the annual calendar of plan events including compliance deadlines, operational deadlines, participant education and enrollment, plan audits, and other items as necessary
  • Manage the implementation of new clients and new services for existing clients onto TRI-AD’s administrative services platforms
  • Manage the creation and communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
  • Effectively lead new client implementations, including internal and third-party resources supporting the project
  • Implement and develop standardized work processes, tools and methodologies within the practice that improve quality and profitability while mitigating risk
  • Document and manage client change orders for new work processes or changes to existing processes
  • Ensure completion of tasks assigned to client contacts, such as data clean-up and file load discrepancy resolution
  • Ensure all client plan documentation and contact information is kept up-to-date in electronic document storage client management database
  • Assist clients with systems, plan design, and regulatory questions and issues
  • Educate and train clients on proper system usage, including leading system demos and webinars
  • Identify, design, and provide effective solutions to meet client needs
  • Have periodic calls/meetings with clients to better understand their business goals and benefits strategy
  • Identify, pursue, and close cross-sell opportunities to existing clients
  • Actively participate in new business development including finalist presentations, RFP support, and cultivation of referral sources
  • Ensure all personal work is completed on time with an extremely high level of accuracy
  • Adhere to standardized work processes, tools, and methodologies to improve quality and profitability
  • Track, update, and ensure resolution of all issues on client issues logs
  • Communicate performance guarantees and processing metrics to clients
  • Maintain an awareness of the volume and type of quality issues (e.g., work tickets) arising in order to more effectively and proactively consult with clients and internal resources to improve administration

Minimum Qualifications, Education and Experience:

  • Bachelor’s degree preferred. Master’s degree a plus, but not required
  • 3 –5 years of Retirement Administration industry experience with an emphasis on direct client management
  • Retirement operational and compliance expertise a plus
  • Knowledge of benefits and HR systems and business processes
  • Proficiency with office technology, information systems, analysis and project management tools
  • Knowledge of retirement regulations, plan design, and industry best practices
  • Applicable professional certifications will be considered as additional pluses

Key Knowledge, Skills, Abilities and Competencies:

  • Strong interpersonal communication and relationship-building skills
  • Ability to plan and lead client meetings in a professional, consultative, and effective manner
  • Proficiency with MS office technology (Word, Excel, PowerPoint)
  • Experience with benefits and/or HR information systems and project management tools
  • Clear, concise, and accurate oral and written communication skills
  • Ability to multitask and work on several projects simultaneously while working under pressure to meet deadlines
  • Logical thinker with strong problem-solving abilities
  • Excellent planning and organizational skills
  • Problem solving and resolution skills: The CSM must be able to manage clients through issues by effectively managing internal resources to identify the root cause, resolution, client alternatives, etc.
  • Negotiation skills: The CSM must be able to manage client expectations, reset expectations when appropriate, manage profitability for out-of-scope work, etc.
  • Ability to use broad technical knowledge and industry expertise determine client needs and influence decisions and outcomes
  • Capable of working well with diverse groups and individuals and willingness to assist where needed
  • Ability to travel to client sites with occasional overnight stays
  • Physical demands include:
    • General office work with some travel to client sites (via ground and air transportation)
    • Travel (0-25%)
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
    • While performing the duties of this job, associate is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms. Associate is frequently required to stand, talk and hear

How to Apply

If you are interested in this position, please submit your application directly to jreynoso@tri-ad.com

  • Please list your Salary Requirements and a good phone number and time so we may be in contact.

This ad has been viewed 712 times. It expires on 8/6/2018.

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