Senior Client Service Manager

2 tygodni temu

Warszawa, Mazovia, Polska Bank of America Pełny etat
Bank of America Senior Client Service Manager Jacksonville , Florida Apply Now

Pennington, New Jersey;Jacksonville, Florida; Lone Tree, Colorado

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Job Description:

This job is responsible for managing the overall relationship with Institutional Retirement clients by implementing and administering retirement plans and changes. Key responsibilities include serving as a strategic leader and overseeing the satisfaction, retention, and profitability of products to ultimately deliver exceptional client service and drive client retention. Job expectations include assisting Plan Sponsors with inquiries related to individual participant issues, helping with system setup, and leading event management activities. Responsible for the day-to-day management of Equity AwardChoice and ESPP clients (Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between Workplace Benefits and other business partners to ensure that high quality and comprehensive client service is provided to Workplace Benefits' clients.

Responsibilities:

Formulates Client Centric Business Plans, including retention strategies, with recurring client touchpoints and routines to drive plan feature optimization and client retention

Executes on Line of Business strategy by staying up to date on market conditions, handling escalated calls, resolving complex client issues, and analyzing data to address risk issues and trends

Partners with the Retirement & Personal Wealth Solutions (RPWS) team and other business stakeholders to ensure that high quality and comprehensive corporate client service is provided to RPWS clients

Acts as a liaison between the client and business to help manage the corporate client relationships and provide support

Works closely with high profile Financial Advisors and Client Relationship Managers to provide support

Creates and strives to maintain a high level of client satisfaction which is measured by both internal and third party benchmarks

Coordinates and delivers quarterly Service and Product Reviews with the team for improvement and plan enhancement

Train plan sponsors on how to use the Award Choice and ESPP platform to support their participants and drive financial wellness.

Stay abreast of new product developments and industry trends.

Provide assistance to plan sponsors in the planning of their annual events.

Manage and lead corporate events such as events; mergers, acquisitions, new product rollout and plan changes.

Liaison between plan sponsor and internal business partners.

Establishing client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests, and problems.

Demonstrated ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.

Provide client-specific information to our RBCC (Retirement Benefits Contact Center) agents to ensure satisfactory participant servicing.

Participate in in-person client and prospect meetings

Responsible for providing work direction, guidance, and expertise to less experienced associates and may provide training to associates on new and complex initiatives.

Support team by assisting in the completion of special projects as required

Skills:

Client Management, Customer and Client Focus

Customer Service, Account, Stakeholder, and Management

Relationship Building and Business Acumen

Excellent communicator (both orally and written)

Well organized and client focused

Must have a minimum of 5 years related experience

Exceptional follow-up and follow through skills

Ability to adapt their style to that of the client

Ability to handle multiple large and complex corporate relationships

Aptitude to learn a complex system platform

Ability to interact effectively with Senior HR and Finance executives

Required Skills:

Excellent communicator (both orally and written)

Exceptional follow-up and follow through skills

Self-motivated

Ability to adapt their style to that of the client

Ability to handle multiple large and complex corporate relationships

Ability to influence decisions

Ability to hold oneself accountable

Displays confidence.

Aptitude to learn a complex system platform and functionality

Desired Skills:

Bachelor's Degree preferred

Minimum 5 years industry experience required

Shift:

1st shift (United States of America)

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE ) .

To view the "EEO is the Law" Supplement, CLICK HERE ) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America's Drug-free workplace and alcohol policy, CLICK HERE .

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