Client Service Manager

Company Name:
New York Life
Job Title Client Service Manager
Job Function and Key Duties & Responsibilities Specific Duties and Responsibilities:
Client Relations:
o The Client Service Manager is accountable for the timely and accurate delivery of administrative services to their clients; this position is responsible for coordinating all RPS functions as necessary in order to enable the delivery of administrative services to their clients
o Manage day-to-day client relationships for assigned clients; interfaces with client as primary NYL RPS administrative contact
o Respond to client inquiries, research client issues, resolve service issues/errors, and demonstrate proactive, solution-based approach to enhance client relations
o Assume full accountability for client satisfaction from an administration servicing perspective
o Analyze client requests versus NYLIM RPS policies, procedures and best practices
o Proactively manage account by setting appropriate expectations
o Negotiate services with clients and provide alternative solutions
o Identify billable services
o Demonstrate full understanding of the client and their plan document; develop in-depth understanding of plan administration, client's sensitivities, needs, and objectives with respect to the administration of their retirement plan
o Ability to interpret and coordinate client requests and ensure all legal, consulting and compliance issues are addressed in a professional and timely manner
o Review billing invoices for completeness and accuracy: adhere to ERISA Client Budget Tracking/Analysis
o Implement new products, services and legislative changes as required
o Maintain high level of service excellence
o Complete client related projects in an accurate and timely manner (Fund SWAPS, QDIA, Plan Administrative Changes, Plan Enhancements)
o Ensure client requests and enhancements are within the appropriate Optimal Business Model and follow related Best Practices
o Ensure client is utilizing Client Access optimally
o Participate and lead client meetings
Communication and Documentation:
o Responsible for resolving client issues with internal departments and Operations Manager, rolling out of products and services and implementing plan enhancements
o Present oral and written information in a clear, concise, and organized manner
o Maintain client files according to department and compliance standards; maintain internal databases to reflect current client information and data
o Document and write follow up information summarizing sensitive client issues; document issues in shared databases; document all client calls regardless of nature of call
o Support sales effort by participating in sales prospect site visits
o Utilize LNX to track action items, correspondence, and phone contact
o Coordinate annual notice mailings (QDIA, SAR, Proxy, Funding Notice)
o Demonstrate the ability to execute special client related projects as required and facilitate meetings regarding project subject matter and status
Job Location NJ - Parsippany
Department INVESTMENTS - RETIREMENT & ANNUITIES
Position Type Full Time
AutoReqId 9318BR
Required Qualifications o Bachelor's Degree or equivalent work experience
o Minimum of five years experience in Defined Contribution Servicing and/or Recordkeeping
o Outstanding communication, interpersonal, client management and problem resolution skills
o Demonstrated ability to apply technical industry knowledge to day-to-day issues and have the ability to adapt to technology
o Demonstrated ability to work in a team environment
o Strong working knowledge of ERISA
o Understanding of Compliance Testing
o Demonstrated ability to multi-task and work in high volume, deadline oriented environment
o General systems skills; Microsoft Word, Excel, PowerPoint and Lotus Notes
o Outstanding presentation skills
o Project Management

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