Manager, Client Support (Hybrid)

401K Generation is a Registered Investment Advisory firm providing financial and fiduciary services to employer sponsored 401(k) plans and private wealth management services to individuals. As a 3(16) Plan Fiduciary, we manage the day-to-day administrative tasks for 401(k) plans nationwide. We are committed to helping individuals prepare for their financial future and relieving businesses across American of the administrative burdens of a 401(k) plan. We hold ourselves accountable and pride ourselves on delivering uncomplicated and innovative retirement plan solutions. This dynamic, fast- growth company is seeking a Manager, Client Support to join our team and grow with us. Job TitleManager, Client Support ReportDirector, 3.16 Services Status: Full Time/Non-Exempt Position Summary: The Manager, Client Support's overall responsibility is to ensure that our national partner(s), plan administrators, and participants receive an exceptional customer experience. Job Description: Leadership/Management Responsibilities: Abide by the 401k Generation Leadership Pledge to Inspire, Empower, Support, Be Honest, Hold Myself Accountable, Be Respectful, Actively Listen, Coach and Mentor, Communicate, and Lead by Example. Train, coach, mentor and inspire team to achieve company goals in a results-oriented environment. Manage staffing through appropriate hiring, corrective action, performance management and termination as required. Direct workflow of staff in delegation, assignment and follow-up required for efficient performance of the team ensuring regulatory deadlines are met. Track various productivity, quality, and performance standards including those stated in SMART goals and analyze results to ensure that established levels are achieved. Create and maintain open and positive communication channels with all superiors, employees, peers, and customers as appropriate. Make financially responsible decisions to ensure the cost-effective use of all resources throughout the organization including people, time, systems, processes, materials, equipment, and facilities. Actively promote communication, collaboration, and teamwork across all departments, teams, and functions for the achievement of common goals and objectives. Understand and consistently enforce established policies and procedures. Manage workflow of staff in delegation, assignment and follow-up required for efficiency. Update and maintain internal and external communication and Standard Operational Procedures (SOP), and templates. Evaluate overall performance by gathering, analyzing, and interpreting data and metrics. As subject matter expert, act as escalation point for client issues to internal and external customers and partners Lead daily activities of the client support teams to ensure all work is completed according to scheduled deadlines and in accordance with quality standards Update and maintain internal and external communication and Standard Operational Procedures (SOP), and templates Troubleshoot and research appropriate resolutions and effectively communicate findings to clients Role model outstanding customer service Build inter-departmental relationships Offer solutions to meet or exceed customer expectations Manage workflow of staff in delegation, assignment and follow-up required for efficient performance of the team Ensure adequate coverage across all shifts through effective workforce management Document each customer encounter with proper internal/external documentation in CRM Maintain and ensure confidentiality of plan and participant information Evaluate overall performance by gathering, analyzing, and interpreting data and metrics Complete assigned work within set deadlines Compose consistent professional communication Continually maintain knowledge of all company services Practice organization and time management skills including prioritizing work Meet or exceed metrics on a consistent basis Job Qualifications: Bachelor's Degree or equivalent work experience required Knowledge of the retirement plan industry preferred Minimum of 3 years' call center leadership experience required Must obtain Retirement Plan Fundamentals certification within 6 months Willingness and ability to work hours needed to meet required deadlines and goals Prior management of KPIs, SLAs, planning and workforce management data required Previous experience in the development and facilitation of training Excellent collaboration, organizational, time management, customer service and problem- solving skills and the ability to work accurately and meet deadlines with frequent interruptions Effective leadership, coaching, motivation skills Strong focus on customer service Exceptional verbal, written and visual communication skills Must exhibit a strong emotional intelligence Self-motivated and ability to work independently and effectively under deadline pressures Strong analytical skills to evaluate facts and data using sound and mature judgment Ability to communicate effectively to all levels of internal and external contacts verbally and in writing Ability to maintain cooperative working relationships with all levels Ability to assess team members' performance and provide motivational support Ability to work both independently and as part of a team Strong client relationship building skills Ability to recognize basic procedural issues as they arise and escalate to the appropriate level Must be authorized to work in the US Must be able to pass a criminal background check Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Salary/Compensation: $60,000 - $75,000 per year recblid 2ekdjhnzvbizlwrsp0yhkidegljrl9