Specialist Client Service Management

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

This is a client facing role within a Service Team environment, which will consist of analyzing, interpreting client requirements. The individual will work on all service and operational requests from a specific group of segments and will be responsible for the overall service experience for their segment clients. The Spec/Analyst is responsible for performing a variety of complex administrative and analytical functions requiring an in-depth understanding of retirement plan and plan/participant rules, regulations and impacts of processing methodologies. This may include payroll file updates, plan modification and amendment inquiries, account maintenance, contribution file research and processing, participant distribution and loan research/processing.

Essential Functions

• Partially handles the gatekeeping work along with low & medium complex request types.
• Evaluating incoming, existing tasks, and routing them to the appropriate team.
• Proactively review the volumes and assign the work items to the dedicated queues & ensure all follow ups are handled within given timeline.
• Manage daily communications with internal and external parties to maintain and develop strong client relationship.
• Collaborate with internal & external groups to identify, analyze, and proactively resolve issues.
• Should be deadline & detail oriented to meet client requirement.
• Research and provide directions to various downstream teams to get the requests addressed and respond back to client with status on timely manner.
• Ensures issues are being resolved and clients/partners are kept apprised of progress ensuring highest level of client service and satisfaction.
• Typically handles straightforward problems/issues and refers more complex issues to senior staff.
• Should carry supporting divisional business needs, while maintaining a “client first” mentality.
• Driving high satisfaction, quality, and efficiency for both the client and client service managers.
• Delivering superior results quickly and efficiently, utilizing effective time management skills.
• Driving innovation through curiosity and comprehensive understanding of business processes and challenges
• Accountability: Demonstrates reliability by taking necessary actions to ensure issues are resolved within the set deadlines
• Global Collaboration: Applies global perspective when working within the Team and reach out to relevant stakeholders to avoid any delay in resolving queries.
• Communication: Articulates information clearly and presents information effectively and confidently when working with others
• Time Management: Ability to multi-task, prioritize, and problem-solve effectively. Promptly handles escalated issue/s.
  
  

Qualifications

• 1–3 years’ experience in 401k industry.
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement.
• Strong interpersonal skills and eye for details oriented.
• Should possess strong written and verbal communications, should be flexible to work in night shift.
• Must be deadline oriented ensuring issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction.
• Knowledge of Microsoft Office Suite Programs
• Bachelor’s Degree is required
  
  

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

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