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.

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.

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 .