Client Service Manager

3 days ago

Taguig, National Capital Region, Philippines Empower Full time ₱800,000 - ₱1,200,000 per year

About the job

Serves as the primary operational contact, representing Empower Retirement for a specified block of retirement plans. Accountable for overall delivery of service to our plan sponsors, advisors, partners and third-party administrators. Manages daily communications with internal and external parties to maintain and develop strong client relationships; manages and coordinates plan administration; leads client meetings and/or conference calls; proactively maintains plan issues history/log and addresses these items within required timeframes.

What you will do:

  • Proactively follows up on outstanding issues with internal functional areas as well as with external clients. Typical issues may be related to: plan set-up, plan documents, contributions, loans, distributions, enrollment, coordination of plan-level contact or plan changes, product.
  • changes, fund adds/eliminations, plan amendments, statement reviews, banking/division/pay center changes, forms customization or updates, payroll support, and pricing changes/recoveries.
  • Proactively addresses and communicates essential recordkeeping information to stakeholders during each plan year, including but not limited to, compliance testing results, plan amendment requests, plan design issues, regulatory changes, product enhancements, and new website functionality.
  • Ensures issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction. Typically handles moderately complex problems/issues and refers more complex issues to senior staff. Educates clients on plan provisions and
  • Functionality of plan sponsor & participant websites and EIVR
  • Coordinates production and/or rollout of custom or specialized reporting for clients as required.
  • Promptly handles escalated issues requiring special handling through coordination with various internal departments including functional processing areas, legal, compliance, systems, financial control, technical support, etc.
  • Participates in and/or coordinates conference calls and meetings to consult and assist client with questions or issue resolution.

What you will bring:

  • With at least 3-5 years of experience in retirement or financial services industry.
  • Must have relevant experience in managing business-to-business (B2B) accounts.
  • Knowledge of Microsoft Office Suite
  • Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans.
  • Excellent written and verbal communication and presentation skills
  • Ability to multi-task, prioritize, and problem-solve effectively.
  • Excellent written and verbal communication skills.
  • Able to multi-task, prioritize, and problem-solve effectively.
  • Excellent communication skills.

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