Bank Of America Senior Client Service Manager 

United States, New Jersey 

167813501

As a

forNon-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

• 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

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

1st shift (United States of America)