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Client Service Manager - Health Benefit Solutions

Pennington, New Jersey;

Job Description:

Business Overview

Retirement & Personal Wealth Solutions (RPWS) serves the core financial needs of individual clients and plan participants by providing best in class, integrated products in the most intuitive, efficient and client friendly way while maintaining a forward thinking mindset and risk management focus.  RPWS is responsible for both the institutional and personal retirement capability set to include 401(k), Equity and Health Benefit plans for companies of all sizes as well as college savings, personal retirement planning, retirement income, insurance and estate planning for individuals. RPWS also provides tools and content that enables advisors and bankers to help their client’s live their best financial lives.

Role Overview

As a Client Service Manager for Health Benefit Solutions (HBS) you will be the day to day contact for Bank of America Institutional Plan Sponsors. You will be responsible for the resolution of complex problems and escalated client requests. Provide value added advice and recommend solutions to clients and associates. You will need to ensure all customer requests are resolved to customer's valid requirements, within corporate policy guidelines. The CSM is also required to stay abreast of new product developments, process enhancements impacting HBS products and services. In addition to providing efficient, courteous service to inquiries and requests from internal associates and external clients. And you will need to act as liaison between HBS and other business partners and subsidiaries to ensure that high quality and comprehensive client service is provided to HBS clients in accordance with defined parameters.

Key Responsibilities:

  • Act as primary client contact for administration of Health Benefits Solutions Plans, including Health Savings Accounts (HSA), Health Flexible Spending Accounts (FSA), Limited Purpose Flexible Spending Accounts (LPFSA), Dependent Care Flexible Spending Accounts (DCFSA), Health Reimbursement Arrangements (HRA) and Commuter Benefits
  • Responsible for managing relationships and interactions with the HBS recordkeeping vendor and internal partners
  • Strategic and tactical planning for assigned client base.
  • Review and analyze data to identify improvement opportunities and communicate ideas to internal business partners and clients.
  • Establish and maintain client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests and problems.
  • Responsible for managing client base for Annual Enrollment activities.
  • Responsible for providing work direction, guidance and expertise to less experienced associates and may provide training to associates on new and complex initiatives.
  • Provide client-specific information to our Retirement and Benefits Contact Center (RBCC) agents to ensure satisfactory participant servicing.
  • Demonstrate the ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.
  • Participate in existing clients’ RFPs as arise, manage through corporate action type events; mergers, acquisitions, new product rollout, and plan changes
  • Support team by assisting in the completion of special projects as required.
  • Participate in in-person client and prospect meetings.

Required Qualifications:

  • Previous Health Benefits experience is required
  • Ability to multi-task
  • Excellent interpersonal and communications skills
  • Strong technical knowledge of HBS plans
  • Ability to interact effectively with Senior HR and Finance executives
  • Superior project management skills
  • Capable of working on multiple projects
  • Well-organized and client-focused
  • Able to anticipate client needs
  • Refined conversation and objection handling skills
  • Strong PC skills

Preferred Qualifications:

  • Bachelor’s Degree preferred
  • Minimum 5 years industry experience preferred

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Business Overview

Retirement & Personal Wealth Solutions (RPWS) serves the core financial needs of individual clients and plan participants by providing best in class, integrated products in the most intuitive, efficient and client friendly way while maintaining a forward thinking mindset and risk management focus.  RPWS is responsible for both the institutional and personal retirement capability set to include 401(k), Equity and Health Benefit plans for companies of all sizes as well as college savings, personal retirement planning, retirement income, insurance and estate planning for individuals. RPWS also provides tools and content that enables advisors and bankers to help their client’s live their best financial lives.

Role Overview

As a Client Service Manager for Health Benefit Solutions (HBS) you will be the day to day contact for Bank of America Institutional Plan Sponsors. You will be responsible for the resolution of complex problems and escalated client requests. Provide value added advice and recommend solutions to clients and associates. You will need to ensure all customer requests are resolved to customer's valid requirements, within corporate policy guidelines. The CSM is also required to stay abreast of new product developments, process enhancements impacting HBS products and services. In addition to providing efficient, courteous service to inquiries and requests from internal associates and external clients. And you will need to act as liaison between HBS and other business partners and subsidiaries to ensure that high quality and comprehensive client service is provided to HBS clients in accordance with defined parameters.

Key Responsibilities:

  • Act as primary client contact for administration of Health Benefits Solutions Plans, including Health Savings Accounts (HSA), Health Flexible Spending Accounts (FSA), Limited Purpose Flexible Spending Accounts (LPFSA), Dependent Care Flexible Spending Accounts (DCFSA), Health Reimbursement Arrangements (HRA) and Commuter Benefits
  • Responsible for managing relationships and interactions with the HBS recordkeeping vendor and internal partners
  • Strategic and tactical planning for assigned client base.
  • Review and analyze data to identify improvement opportunities and communicate ideas to internal business partners and clients.
  • Establish and maintain client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests and problems.
  • Responsible for managing client base for Annual Enrollment activities.
  • Responsible for providing work direction, guidance and expertise to less experienced associates and may provide training to associates on new and complex initiatives.
  • Provide client-specific information to our Retirement and Benefits Contact Center (RBCC) agents to ensure satisfactory participant servicing.
  • Demonstrate the ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.
  • Participate in existing clients’ RFPs as arise, manage through corporate action type events; mergers, acquisitions, new product rollout, and plan changes
  • Support team by assisting in the completion of special projects as required.
  • Participate in in-person client and prospect meetings.

Required Qualifications:

  • Previous Health Benefits experience is required
  • Ability to multi-task
  • Excellent interpersonal and communications skills
  • Strong technical knowledge of HBS plans
  • Ability to interact effectively with Senior HR and Finance executives
  • Superior project management skills
  • Capable of working on multiple projects
  • Well-organized and client-focused
  • Able to anticipate client needs
  • Refined conversation and objection handling skills
  • Strong PC skills

Preferred Qualifications:

  • Bachelor’s Degree preferred
  • Minimum 5 years industry experience preferred

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072400

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Pamela Craven

Referral Bonus:

0