Client Service Manager

Client Service Manager

We're looking to hire a client service professional to fill our client service manager position within our small midmarket business (SMB) unit. With your role, you'll demonstrate your retirement knowledge to partner with clients, financial advisors, and internal partners to answer questions, creatively tackle problems, and proactively offer solutions.

Here's a few examples of the kinds of things you'll do:

• Establish and maintain effective relationships with retirement plan clients, to ensure growth in retirement savings, profitability for all partners, and to retain assets.
• Partner with retirement plan service representatives to enhance relationships between customers and the company.
• Independently deliver accurate and timely retirement plan administrative and marketing services.
• Proven ability to prioritize and resolve a high volume of client inquiries within a structured phone queue environment.
• Communicate efficiently with internal and external customers.
• Identify customers expectations and develop a strong working relationship.
• Conduct meetings with customers, plan service representatives, and attorneys.
• Market company products and services supporting multiple product lines.
• Maintain profitability goals by focusing marketing efforts and allocation of resources on the most profitable customers.
• Collaborate with clients and advisors on best practice solutions that our systems and processes are crafted to efficiently deliver.
• Use creativity, problem solving skills, and product knowledge for successfully arriving at solutions for retaining clients at risk and resolving sophisticated client issues.
• Provide timely information and feedback to customers and management.
• Thoroughly detail key decisions as they relate to plan and contract decisions.
• Manage retirement plan services (e.g. reports, compliance, benefit payments) for customers.
• Anticipate customer needs and assist them with complex plan administration including education and consulting on plan design, compliance, and plan member services.
• Assist with the training and mentoring of personnel on retirement services.
• Serve as a subject matter expert for high level retirement topics.
• Perform other job-related duties and special projects as the need arises.

Who you are:

Requires bachelor's degree or equivalent experience, plus 4+ years related experience. Experience working within the retirement industry, specifically within defined contributions. Requires strong written and verbal communication, interpersonal, basic math, organizational, reading comprehension, interpretation, negotiation, analytical, and problem-solving skills. Rare overnight travel may be required to conduct customer meetings independently. Requires extensive knowledge and understanding of plan and contract documents, manuals, procedures, and company products and services. Requires business unit knowledge and technical skills, including knowledge of all products, regulations, and laws. Have ability to balance working independently with working in a team environment. Possess a basic understanding of accounting and recordkeeping systems and PC applications. Be able to coordinate a large volume of customer activities.

Salary range information:

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salary range (non-exempt expressed as hourly; exempt expressed as yearly) $54000 - $98400/year.

Time off program:

Flexible time off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don't accrue a bank of time off under FTO and there is no set number of days provided.

Pension eligible:

Yes.

Work environment:

This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements.

Work authorization/sponsorship:

At this time, we're not considering candidates that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States? This includes, but is not limited to: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.

Experience principal:

At Principal, we value connecting on both a personal and professional level. Together, we're imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Principal is an equal opportunity employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.