Client Service Manager

Bank of America • Jacksonville, FL

3d • Onsite

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: Responsible for the day-to-day management Institutional Retirement Products( Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between RPWS (Retirement & Personal Wealth Solutions) and other business partners to ensure that high quality and comprehensive client service is provided to RPWS clients. The Client Service Manager is responsible for managing the overall relationship with Institutional Retirement clients by implementing and administering retirement plans and changes. Key responsibilities include serving as a strategic leader and overseeing the satisfaction, retention, and profitability of products to ultimately deliver exceptional client service and drive client retention. Job expectations include assisting Plan Sponsors with inquiries related to individual participant issues, helping with system setup, and leading event management activities.

Requirements

• Customer service skills
• Strong written and verbal communication skills to respond to Plan Sponsor inquiries
• Strong multitasking skills; ability to prioritize effectively
• Strong organizational skills
• Proven interpersonal skills
• Technology proficient
• Collaboration – can partner and establish relationships
• Displays confidence
• Ability to hold oneself accountable
• Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement
• Ability to manage complex projects and work with a cross-functional team
• Ability to influence decisions

Nice To Haves

• Experience in the Defined Contribution space
• Experience in a client facing role
• Foundational knowledge of recordkeeping system
• Foundational knowledge of ERISA/Plan operations /compliance requirement
• Foundational knowledge of product offering
• Ability to manage small projects

Responsibilities

• Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention
• Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends
• Partners with the Workplace Benefits team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to Workplace Benefits clients
• Acts as a liaison between the client and business to help manage the corporate client relationships and provide support
• Works closely with high profile Financial Advisors and Client Relationship Managers to provide support
• Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks
• Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED