Client Service Manager

Job Summary
The Client Service Manager is responsible for delivering consistent, high quality account management and administration for a portfolio of defined contribution relationships, with the objective of driving longterm satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients manage their retirement plans for better outcomes.
Essential Functions of the Job
Responsibilities
• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by
providing engaging on-going service; serve as the primary point of contact for all assigned clients,
financial advisors, and partners, on the day-to-day account management with operational
oversight of all account related activities.
• The Client Service Manager may work with the Relationship Managers to deliver client
satisfaction by providing retirement plan and operational expertise, proactively identifying, owning
and resolving client issues and engaging clients with value added consulting.
• Support clients in managing their fiduciary responsibilities by addressing and resolving plan
compliance, regulatory and operational issues in conjunction with the third- party administrator
("TPA") and financial advisor, if applicable.
• Ensure that our commitments to our clients are met by proactively reviewing the status of
assigned plans' periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Coordinate effectively and efficiently with internal operations partners, financial advisors, and
other client related service providers.
• Adhere to team individual service and retention goals.
• Responsible for the overall client relationship experience, including building and maintaining a
Created By: Rachel Allen August 31, 2023 Version: 1
strong relationship with plan sponsors, advisors, and TPAs.
• Analyze, troubleshoot, and problem solve plan administration and recordkeeping issues
• Provide training to Advisors, and Plan Sponsors, to communicate procedures relating to payroll
submission, fund changes, loan and distribution processing, compliance testing, etc.
• Advise Plan Sponsors on mandatory and discretionary plan document amendments.
• Understand non-discrimination testing under sections 401(k), 401(m) and 401(a)(4) of Internal
Revenue Code
• Provide assistance and website training to Advisors, Plan Sponsors, and TPAs
• Solves diverse and complex problems using solid analytical skills where limited precedents or
guidelines exist.
• Able to understand process flow and their interdependencies

Supervisory Responsibilities

Skills/Abilities
• Knowledge of ERISA Regulations and the applicable Internal Revenue Code is required.
• SunGard Relius Administration experience preferred.
• Compliance testing and contribution calculation experience preferred.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Must have strong written and verbal communication skills.
• Capable to relate the customer needs to other team members and leadership.
• Must have the ability to process detailed work within assigned timeframes and without errors.
• Familiarity with various plan designs (traditional 401(k), safe harbor, automatic contribution
arrangements, new comparability, etc.).
• Demonstrated experience handling relationships with participants, advisors, Plan Sponsors, or
TPAs.

Job Summary
The Client Service Manager is responsible for delivering consistent, high quality account management
and administration for a portfolio of defined contribution relationships, with the objective of driving longterm
satisfaction, client retention, improving efficiencies, resolving client issues, and helping our clients
manage their retirement plans for better outcomes.
Essential Functions of the Job
Responsibilities
• Build strong relationships with clients and advisors through proactive communication.
• Maintain and enhance relationships with clients, financial advisors, and industry partners by
providing engaging on-going service; serve as the primary point of contact for all assigned clients,
financial advisors, and partners, on the day-to-day account management with operational
oversight of all account related activities.
• The Client Service Manager may work with the Relationship Managers to deliver client
satisfaction by providing retirement plan and operational expertise, proactively identifying, owning
and resolving client issues and engaging clients with value added consulting.
• Support clients in managing their fiduciary responsibilities by addressing and resolving plan
compliance, regulatory and operational issues in conjunction with the third- party administrator
("TPA") and financial advisor, if applicable.
• Ensure that our commitments to our clients are met by proactively reviewing the status of
assigned plans' periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Coordinate effectively and efficiently with internal operations partners, financial advisors, and
other client related service providers.
• Adhere to team individual service and retention goals.
• Responsible for the overall client relationship experience, including building and maintaining a
Created By: Rachel Allen August 31, 2023 Version: 1
strong relationship with plan sponsors, advisors, and TPAs.
• Analyze, troubleshoot, and problem solve plan administration and recordkeeping issues
• Provide training to Advisors, and Plan Sponsors, to communicate procedures relating to payroll
submission, fund changes, loan and distribution processing, compliance testing, etc.
• Advise Plan Sponsors on mandatory and discretionary plan document amendments.
• Understand non-discrimination testing under sections 401(k), 401(m) and 401(a)(4) of Internal
Revenue Code
• Provide assistance and website training to Advisors, Plan Sponsors, and TPAs
• Solves diverse and complex problems using solid analytical skills where limited precedents or
guidelines exist.
• Able to understand process flow and their interdependencies
Supervisory Responsibilities
Skills/Abilities
• Knowledge of ERISA Regulations and the applicable Internal Revenue Code is required.
• SunGard Relius Administration experience preferred.
• Compliance testing and contribution calculation experience preferred.
• Advanced knowledge of Microsoft Excel and Outlook is required.
• Must have strong written and verbal communication skills.
• Capable to relate the customer needs to other team members and leadership.
• Must have the ability to process detailed work within assigned timeframes and without errors.
• Familiarity with various plan designs (traditional 401(k), safe harbor, automatic contribution
arrangements, new comparability, etc.).
• Demonstrated experience handling relationships with participants, advisors, Plan Sponsors, or
TPAs.

Qualifications
• Minimum 4 year Bachelors Degree or the equivalent combination of education and relevant experience
• Professional certification preferred. ASPPA (QKA, QPA), CEBS or NIPA (APA) (APR) preferred.

Physical Requirements
• Sitting: Constant
• Standing, Bending, Twisting: Occasional
• Computer Use: Constant
• Lifting up to 20 pounds: Occasional
• Lifting more than 20 pounds: Occasional

Disclaimer
The above describes the general nature and level of work assigned and is not an exhaustive list. More detailed listing of duties inherent in this position may be outlined in supplemental documents (e.g. responsibilities and objectives, or procedures). This document is subject to change at the discretion of EdgeCo Holdings.

Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.


For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual work space and there is also an expectation of family care being in place during business hours. Additionally, there is an internet work speed requirement of 25 MBps or better for individual use. If more than one person is utilizing the same internet connection in the same household or building, then a stronger connection is required. If you are unsure of your internet speed, please check with your service provider. Note: For call center roles specifically, it is a requirement to either hardwire your equipment directly to the internet router or ensure your workstation is in close proximity to the router. Please ensure that you are able to meet these expectations before applying. No associate is permitted to work at a location outside the United States for any length of time, except for approved business travel on a limited basis. Exempt Associates traveling outside the United States on personal travel or while on PTO may work on a limited basis (e.g., occasionally checking and responding to business-critical emails or dialing into business-critical meetings) from their personal devices but not from a company-provided computer.

Ascensus provides equal employment opportunities to all associates and applicants for employment without regard to ancestry, race, color, religion, sex, (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, national origin, age, physical or mental disability, medical condition (including cancer and genetic characteristics), marital status, military or veteran status, genetic information, sexual orientation, criminal conviction record or any other protected category in accordance with applicable federal, state, or local laws ("Protected Status").