Client Service Manager II

Korn Ferry has partnered with our client on their search for the role, Client Service Manager II.

Purpose of the Position

Establish and maintain effective relationships with ESOP clients to ensure growth, profitability and retention in retirement services. Provide high quality, efficient and prompt service, meeting customer expectations. Partner with retirement plan service representatives and client advisors to enhance relationships between customer and company. Independently manage and coordinate all aspects of a multi-process service offering for complex, medium and large institutional sized clients.

Key Responsibilities

• Perform recordkeeping - accurate client reporting and processing owning the complete process, including TRS & Third Party Recordkeeping Relationships, analyzing client source data, interpreting individual custom plan documents, preparing employee status and plan level trust/financial reports, process complex allocation transactions, produce final client and custom participant statements, determine proper level of participant communication, identify and perform all standard compliance testing and analysis, as well as complex compliance testing which varies for each custom plan, detailed distribution and diversification policies and processing, plan termination and de-conversion, legislation and technical knowledge, and develop extensive working knowledge of various operating systems, such as: mainframe, express, and other proprietary applications necessary to perform job. Perform and prepare custom reports and client/participant communications. As needed, consults with client to determine necessary changes in recordkeeping requirements producing special projects and reports, and comprehensive rework. Anticipate, quickly recognize and research unusual or complex situations independently. Use creative problem-solving skills and in-depth product knowledge for successfully arriving at solutions for retaining clients at-risk and resolving complex client issues, including TRS client issues. Negotiate and implement solutions to meet both customer’s and business unit goals. Provide prompt information and feedback to customers and management. Thoroughly document key decisions as they relate to plan and contract decisions. Create client administration manual, when required.

• Build and maintain relationships with various levels within the client (to include VPs, CEO & Board Members) and outside advisors. Present a professional image personally as well as in all services provided to support and maintain #1 position in a tight-knit ESOP industry. Develop and maintain effective relationships with internal business partners and other areas. Participate in client visits with consulting or manager to handle administrative relationship visits, client issues and proposals. Build client relationships and promote services by attending regional and national conferences. Demonstrate integrity and professionalism in all interactions both internally and externally. Develop and maintain an extensive client timeline communication throughout the allocation year. Extensive client documentation is required.

• Maintain/exceed profitability goals by invoicing accurately and timely, monitoring accounts receivable, reviewing client fee schedule, meeting productivity and quality goals.

• Market company products and services to build and retain customer relationships and assets to include, TRS capabilities, e-distribution, e-diversification, cash management, repurchase liability analysis (MyPerls), segregated accounts, stock offerings, buy-sell, QDROs, Proxy Voting, communication services. Partner with appropriate internal partners to implement and execute new services across various recordkeeping platforms and systems.

The Candidate

Key Responsibilities

• Participate in new hiring training curriculum. Enhance personal knowledge of legislative developments to anticipate impacts to Plan compliance. Promote team development through shared knowledge and information with team members in working to resolve unusual and/or difficult situations. Provide technical assistance to other internal roles on procedures and task related problems.
• Perform other job-related duties or special projects as required.

Qualifications

• 5 years of related work experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education
• Associates or Bachelor's degree preferred
• Must be able to travel to client and/or conferences.
• Requires extensive knowledge and understanding of plan and contract documents, manuals, procedures and company products and services.
• Must possess good business pillar knowledge and technical skills, including knowledge of Pensions regulations and laws.
• Must have the ability to balance working independently while working in a team environment.
• Must possess good grasp of accounting and recordkeeping systems and PC applications, i.e., excel.
• Must be able to coordinate a large volume of customer activities.

Education

• Associates or Bachelor's degree preferred

Compensation

• $120,000 – 150,000 Bonus

SE# 510671816