Client Service Manager

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.

The Client Service Manager (CSM) serves as the primary operational contact for a specified block of 401(k) retirement plans. The CSM is 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

• Serve as the primary operational contact for an assigned portfolio of 401(k) retirement plans, supporting plan sponsors, advisors, partners, and third-party administrators (TPAs).
• Manage day-to-day client communications and coordinate plan administration activities to maintain strong client relationships and deliver a high level of service.
• Lead client meetings and conference calls, track plan issues and action items, and coordinate timely resolution with internal and external stakeholders.
• Proactively follow up on outstanding plan administration matters, including plan setup, plan documents, contributions, loans, distributions, enrollment, plan changes, product changes, investment fund additions and eliminations, plan amendments, statement reviews, banking and payroll changes, forms, payroll support, and pricing changes or recoveries.
• Communicate essential recordkeeping information throughout the plan year, including compliance testing results, plan amendment requests, plan design considerations, regulatory changes, product enhancements, and website functionality.
• Monitor escalated issues through resolution and keep clients informed of status, next steps, and outcomes.
• Coordinate the development and delivery of custom or specialized client reporting.
• Resolve escalated client and plan issues by partnering with internal teams, including operations, legal, compliance, systems, financial control, and technical support.
• Participate in and coordinate client meetings and conference calls to provide consultation, answer questions, and facilitate issue resolution.
  
  

What You Will Bring

• Associate’s degree, preferably in Business, Finance, or a related field, or equivalent work experience.
• 3+ years of experience in the financial services industry.
• Knowledge of 401(k) retirement plans and retirement plan administration.
• Knowledge of ERISA, U.S. Department of Labor (DOL), and applicable Internal Revenue Service (IRS) regulations related to retirement plans.
• Proficiency with Microsoft Office Suite.
• Strong written and verbal communication and presentation skills.
• Ability to manage multiple priorities, organize work effectively, and solve problems in a client-service environment.
  
  

What Will Set You Apart

• Experience supporting 401(k) defined contribution plans, plan sponsors, advisors, or third-party administrators.
• Experience with retirement plan recordkeeping or plan administration platforms.
• Experience managing escalated client issues across operations, legal, compliance, technology, and other functional teams.
  
  

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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