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Client Service Manager

4 months ago

Dallas, United States GuideStone Full time
Experience GuideStone

We are an innovative organization that invests in the spiritual, relational, financial, physical and professional development of our employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship.

What We Offer You

We offer employees a generous benefits package, flexible work schedules, the opportunity to be involved in community outreach and tuition reimbursement.

Job Summary

The basic purpose of this position is to ensure overall client satisfaction by managing or helping quarterback many of the day-to-day plan sponsor/client interactions. Additionally, this position will coordinate all plan documentation needs, leads plan changes, and plan implementations.

What You'll Do
  • Coordinate closely with the RM in support of plan administration, education, and communication
    • Build relationships with Plan sponsor HR teams to seamlessly back up the RM
    • Fulfill requests from consultants
    • Prepare and gather material for RFPs
    • Provide Executive Summary support for RM- work with data team for additional reports required by RM
    • Assist in communication and developing a communication plan for plan sponsors during onboarding
    • Prepare and conduct plan sponsor training as needed
    • Prepare and coordinate fiduciary issues/education
  • Resolve plan sponsor issues and plan documentation needs
    • Provide interpretation of plan provisions
    • Coordinate plan documentation review
    • Request and follow up on plan amendments
    • Field automatic enrollment questions and inquires and subsequent amendments
    • Assist with NQDC questions
    • Process plan restatements
  • Onboard new clients
  • Convert existing plans
    • Work with outside vendors
    • Coordinate the conversion process
  • Coordinate Compliance and IRS Limits issues
    • Analyze NDT results and make plan design recommendations as needed
    • Answer minister's housing allowance questions and provide analysis for both plan sponsors and participants
    • Communicate with plan sponsors about excess contributions
  • Work with Ret Ops on administrative, technical, and remittance issues
    • Coordinate technical integration support for EDT/payroll feed
    • Partner, as needed, with Ret Ops and plan sponsors in dealing with contribution, enrollment, vesting, break in service, etc. questions
  • Analyze plan and participant data to support service and business strategy
    • Request and collect data to assist RM in providing statistics and plan design options to plan sponsors
  • Coordinate plan participant communication
    • Conduct Zoom meetings and phone appointments as needed
    • Return participant calls as a back up to RM
  • Handle fee disclosure preparation
  • Support NPF business by researching fund availability and creating fund fact sheets as needed.

What You'll Need
  • Bachelor's degree or equivalent work experience.
  • CFP, QKA, QPA, CPC, preferred.
  • Proficient PC skills in MS Office and appropriate GuideStone system applications.
  • Technical knowledge of GuideStone retirement plans and systems.
  • One to two years administration or customer service experience with Employer Sponsored Retirement Plans.
  • Must have substantive knowledge of the employee benefits field, specialized knowledge about the legal and tax aspects of the 403(b), 457 (b), 401(a), 401(k), 409A and other plans commonly used by denominational organizations as well as Traditional IRAs, Roth IRAs and personal investment accounts.
  • Ability to understand and interpret plan documents, policies, procedures, and legal requirements.
  • Strong analytical and decision-making skills in order to evaluate situations and anticipate future impact
  • Strong verbal and written communication skills to effectively communicate with GuideStone participants, as well as all levels of internal employees.
  • Comprehensive ability to research and audit account transactions.
  • Self-motivated and to complete projects with minimal supervision and guidance.
  • Strong negotiation and mediation skills.
  • Written composition skills capable of producing detailed explanation of complex processes and/or operations in understandable ways.
  • Ability to locate, read, comprehend, and apply complex government regulations, laws, and documents.
  • General working knowledge of NDT testing.
  • A great deal of this position's duties involve coordination of work through others who do not report to this position. Thus, a high degree of interpersonal skills are required.
  • This position requires a high degree of self-direction, effective persuasion of others and leveraging of resources.