Senior Client Relationship Manager

7 days ago

Jacksonville, Florida, United States Ascensus Full time
Job Summary

The Senior Client Relationship Manager at Ascensus is responsible for managing multiple large and complex accounts, some of which span across multiple business lines. This role partners with sales teams to develop strategies for new business opportunities and actively participates in all stages of the finalist process to position Ascensus as the clients provider of choice.

Key Responsibilities
  • Develops and maintains relationships with plan sponsors and human resources contacts of assigned clients to become their provider for information and resources.
  • Acts as a liaison between Intermediary/Producer and the client to ensure provision of services by identifying and resolving areas of confusion and ensuring compliance with contractual requirements.
  • Verifies accuracy and completeness of initial documents, agreements and materials and obtains necessary approvals. Verifies receipt of signed Service Agreement, ensures accurate fees structure and proper initiation of billing system.
  • Communicates and coordinates activities to finalize the implementation of new client accounts; ensures seamless transition to Ascensus administrative services including, set up of client activity database reflecting agreed to deliverables.
  • Client advocate - identifies areas of client sensitivity or unique requirements. Ensures Master Calendar and Plan Information Guide servicing entries reflect client requirements and expectations.
  • Manages and monitors client accounts; ensures completion of all client service deliverables in a timely, accurate and consistent manner. Communicates any enhancements of internal systems and/or processes for Plan administration. Works with vendors to investigate and resolve transaction issues, takes required action and notifies client of resolution.
  • Documents and updates all key client activity and associated deliverables in workflow management system.
  • Monitors and manages billing process and receipt of payments. Ensures the accuracy of invoices and the proper crediting of payments. Investigates and resolves significant billing related issues.
  • Periodically coordinates plan asset rebalance process with Accounting Services, initiates requisite transfers in keeping with contractual and service goals. Works with outside investment managers and/or insurance carrier contacts to monitor allocation changes and ensure proper reporting.
  • Develops presentation materials and actively participates in annual plan review meetings.
  • Organizes list of recommendations and enhancements, contributes to the development, updating and enhancement of materials associated with presentation, enrollment, new client communications and administration of new or changed plans.
  • Provides client with relevant legislative and industry updates.
  • Provides mentoring, counseling and coaching to new associates or Plan Administrators by explaining work, providing direction and/or technical guidance as needed or requested.
Requirements
  • 10+ years of retirement industry experience with 5-7 years direct experience in client relationship management or equivalent combination of education and experience.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from all levels of management, clients, customers, and the public.
  • Ability to apply advanced mathematical concepts utilizing current spreadsheet and accounting database software programs.
Preferred Qualifications
  • Bachelor's degree in Business Administration from an accredited four-year college or university
  • Industry licensing (series 6, series 63, etc.)
Competencies
  • Analytical
  • Detail oriented
  • Relationship building
  • Written and verbal communication skills
  • Team Player
  • Adaptable
  • Resilient
  • Problem solver
  • Critical thinking
  • Influence

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