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Senior Client Service Manager

Pennington, New Jersey

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:

As a Senior Client Service Manager for Non-Qualified Contributions (NQ) 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.

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.

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.
  • Maintain and review custom administrative manuals.

Skills:

  • Client Management, Customer and Client Focus
  • Oral and Written Communications
  • Problem Solving, Active Listening
  • Account, Project, and Customer Service Management
  • Relationship Building
  • Business Acumen
  • Provide best practices for plan administration
  • Can analyze and work with large data sets

Required Skills

  • Collaboration – can partner and establish relationships
  • Displays confidence
  • Ability to hold oneself accountable
  • Deep understanding of: Systems functions, Recordkeeping system, ERISA/plan operations/compliance requirement
  • Ability to manage complex projects and work with a cross-functional team
  • Ability to influence decisions

Desired Skills:

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-24012697

Manages People: No

Travel: Yes, 5% of the time

Street Address

Primary Location:
1400 American Blvd, NJ, Pennington, 08534