Client Relationship Manager

2 months ago

Phoenix, Arizona, United States Ascensus Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Retirement Services Consultant at Ascensus. As a key member of our client services team, you will be responsible for providing exceptional service to our clients, intermediaries, and plan sponsors.

Key Responsibilities
  • Develop and maintain a detailed understanding of retirement plans and Ascensus products and services to provide expert guidance to clients.
  • Work closely with Relationship Managers to deliver client satisfaction by providing retirement plan and operational expertise.
  • Proactively identify, own, and resolve client issues, and engage clients with value-added consulting.
  • Collaborate with internal departments to provide effective service to clients and ensure seamless execution of services.
  • Provide thorough, high-quality research, problem-solving, and issue resolution to clients.
  • Communicate clearly and concisely with clients and advisors regarding services, execution, and resolution throughout the service cycle.
  • Participate in creating a strategy with Relationship Managers to ensure client retention and growth.
  • Identify, document, and address risks through superior client service and communicate with the team to keep everyone informed and support current client strategy.
  • Assist in the management of vendor relationships on behalf of clients and partners.
  • Deliver client retention by anticipating client needs, recommending changes or actions, in conjunction with the Relationship Manager.
  • Achieve individual and team goals for service levels, growth, and retention for assigned book of business.
  • Identify and document systematically 'opportunity plans' working with Relationship Managers on a strategy to mitigate risk.
  • Proactively communicate with clients and partners regarding all components of service delivery and solicit and share feedback with internal resources to improve the client experience.
  • Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients.
  • Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans' periodic activity.
  • Assess client objectives, needs, and behaviors to suggest plan, product, or functionality changes to improve results for our clients.
  • Educate clients regarding plan features, product capabilities, or Ascensus functionality and process.
  • Develop ideas for improvement and provide feedback/solutions to plan sponsors and financial professionals to minimize risk and improve process.
  • Act as a subject matter expert on specific topics for initiatives and assist others across departments in area of expertise.
  • Provide training to members of the team as opportunities arise.
Requirements
  • Bachelor's degree or equivalent work experience.
  • Direct client experience and Retirement Services industry experience or thorough knowledge preferred.
  • Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred.
  • Excellent written and verbal communication skills.
  • Excellent presentation skills, business etiquette, client service skills, and time management.
  • Demonstrated professionalism in all aspects of the role.
  • Experience with financial services systems (i.e. recordkeeping, trust, trading); and experience with plan recordkeeping and trust reconciliation.
  • Proficiency in Microsoft Office software applications, specifically Word and Excel required, Access and PowerPoint preferred.
  • Excellent analytical and problem resolution skills.
  • Knowledge of retirement plans, ERISA, DOL, and IRS regulations, and plan documents (individually designed and prototype).
  • Ability to work in a team environment to ensure common goal of providing exceptional client service.
  • Ability to work well under pressure with multiple priorities and deadlines in a demanding environment.
  • Ability to make sound business judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company.
  • Ability to work extended hours to meet business needs as required.
  • Quality focus with attention to detail.

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