Director of Client Service Management working with Fidelity to support next - generation transfer agent operations. Building client relationships and improving operational health through strategic oversight and collaboration.
About the role
- Client Service Team Lead at NBT Bank managing client service operations. Ensure compliance with EPIC RPS standards for client satisfaction and team workflow.
Responsibilities
- Deliver and/or manage client service team members to provide exemplary client service.
- Act as a go to lead on day to day operations, by overseeing the daily record-keeping and administration of assigned book of business.
- Work to ensure EPIC RPS standards are met to promote the highest levels of client satisfaction, retention, and additional revenue growth opportunities.
- Directs the day to day workflow of the teams as needed.
- Maintain open line of communication with all staff.
- Assist team members with escalated client issues.
- Identify and escalate priority issues to Manager of Client Services as needed.
- Participant on calls with Client Service Specialists where greater technical and/or administrative knowledge is required.
- Maintain book of clients and ability to perform client service tasks.
- Ensure procedures and changes to processes are updated and effectively introduced to the Service team.
- Assist Manager of Client Services with projects.
- Provide technical research assistance to other team members.
- Provide training to Client Service team as needed on regulatory, internal processes, and procedure changes.
Requirements
- Associate's degree and five (5) years of related experience or equivalent combination of education and experience.
- Direct experience in senior client service role or equivalent preferred.
- ASPPA Qualified 401(k) Administrator (QKA) designation.
- Demonstrated knowledge of ERISA requirements and experience with administering a broad range of qualified plans.
- Skills in understanding complex allocations such as new comparability, integrated plan formulas, earned income calculations, compliance testing.
- Must have knowledge of advanced Microsoft Office applications.
Benefits
- Generous Paid Time Off : At least 22 days annually, prorated in the year of hire.
- Parental Leave : Six weeks of paid leave at 100% of your salary.
- Comprehensive Medical Coverage : Includes employer contributions to HSA for High Deductible Health Plan participants.
- Dental and Vision Coverage : Ensuring your overall health and well-being.
- Flexible Spending Accounts : For healthcare and dependent care expenses.
- Employer-Paid Disability Coverage : Both short-term and long-term, with an option to purchase additional long-term coverage.
- Life Insurance : Employer-paid basic life insurance, with an option to purchase supplemental coverage.
- Voluntary Benefits : Including hospital, accident, and critical illness coverage.
- Retirement Plans: Benefit from a 401(k) plan with employer matching, an optional Roth 401(k), and a pension plan to help secure your future.
- Adoption Assistance : Supporting your growing family.
- Tuition Reimbursement : Invest in your education and career growth.
- Employee Assistance Program (EAP) : Access to support and resources.
- Financial and Banking Services : Various benefits and financial planning assistance .
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