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Senior Client Service Manager
Great West Financial
Andover, MA, United States
Job Details - this job has expired, please see similar jobs below
Position Highlights
Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.
Our over 5,000 associates across 40 locations across the country provide world class service to:
30,000+ employer sponsored retirement plans
8 million+ employees participating in their employer-sponsored retirement plan
467,700+ individual life insurance and annuity accounts
$460 billion+ total assets under administration
The Senior Client Service Manager serves as the primary contact, representing Empower Retirement/Great-West Financial for a specified block of retirement plans. The Senior Client Service Manager has overall responsibility for supporting a team through leadership, mentoring, and expertise to provide service and support to our largest and most complex clients. Researches and resolves complex, escalated issues and complaints.
Primary Responsibilities
• Provides leadership to all members of a team responsible for servicing clients needs within the largest and most complex block of business. Directs and is accountable for the delivery of proactive and consultative service to clients ensuring the highest levels of customer service and satisfaction.
• Resolves escalated issues and complaints.
• Recommends and implements new policies and procedures, workflow approaches, and system enhancements.
• Assists in developing business and staffing plans and is ultimately responsible for the success of all departmental projects.
• Researches and resolves the most complex and sensitive problems and service issues. Ensures issues are resolved in a manner that meets company and regulatory guidelines. Communicates with clients regarding the status of the issues as required.
• Monitors operational processes for compliance.
• Participates in conference calls or meetings with high level clients.
• May be involved with budgetary responsibilities.
Qualifications
• Bachelor's Degree or equivalent work experience
• FINRA 6 registration permitted, but not required. Corporate-established timelines apply to permitted registrations.
• FINRA fingerprinting required.
• Five years of experience in retirement services industry.
• Leadership experience
• Knowledge of Microsoft Office Suite
• Demonstrated knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans.
• Excellent presentation, written and verbal communication skills.
• Able to multi-task, prioritize, and problem solve effectively.
• Cross-functional collaboration with legal, compliance, systems, distributions/loans, technical support
• Works with a wide audience, including management and frontline associates
Physical Requirements/Working Conditions: Professional office environment and regular use of office equipment such as computers, phones, fax and copy machines While performing the duties of this job, this role is regularly required to type, reach with hands and arms, sit for long periods of time, read, write reports and correspondence, listen, verbally communicate, present information and respond to questions, collect and analyze data, problem solve, concentrate, follow direction
Some travel may be required
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.
About Great-West Financial
At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.
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