Regional Client Service Manager

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TITLE: Regional Client Services Manager

FLSA: Exempt DEPARTMENT: Client Services REPORTS TO: Retirement Plan Services Director SALARY: 70,000 - 100,000 DOE

TO APPLY: Email Résumé & Cover Letter

POSITION SUMMARY :

The Regional Client Services Manager is a field position dedicated to helping our plan participants prepare for retirement. It involves helping CRA member employers (plan partners) and their employees (plan participants) understand and utilize our state-of-the-art 401(a) Retirement Plan and 457(b) Deferred Compensation Plan.

Qualified candidates will have the expertise, skills and experience needed to manage both employer and participant relationships, communications, service needs, educational meetings and individual counseling in the areas of retirement, investing and saving. In-state, employer service visits will require travel using a CRA vehicle about 7-10 days each month.

ESSENTIAL RESPONSIBILITIES:

Retirement Education, Counseling & Service

• Provides a full range of services to CRA retirement plan participants - includes overall retirement, investment & savings needs analysis, education and counseling, and individual account services listed below.
• Schedules and conducts group meetings/presentations in the areas of retirement planning, investing and saving.
• Schedules and conducts individual counseling session to discuss plan participants' retirement, investment & savings needs, strategies and plans.
• Creates individual retirement projections to clarify and discuss retirement planning goals to accumulate savings for retirement, and assists participants with income planning in retirement.
• Provides guidance to plan participants with the intent to help them make and act on the decisions most appropriate to them regarding their retirement, savings and investment needs.
• Helps plan participants with a variety of individual account service needs -establishing an online account, updating personal account information, using online account projection tools, researching investment options, making investment changes, completing special catch-up forms, completing withdrawal/payment forms, etc.

Relationship Management

• Provides a full range of employer services to CRA member employers - includes overall employer service needs analysis, participant education & counseling schedule(s), management-level consulting to help make plan changes, and Entity Helper training to enroll new employees, process existing employee contributions, utilize forfeitures, post employee term dates, produce management reports, etc.
• Serves as the primary point of contact to manage all services provided to member employer.
• Serves as the point of contact for complex and escalated issues, to coordinate resources and ensure resolution of the issues.
• Communicates all plan administration changes and updates Salesforce/CRM application.
• Provide insight and leadership on improving and innovating the member employer and participant service experience.

Service Area Assignments, Activity Results and Data Management

• Plans and schedules field service visits/trips to meet employer and participant service needs, activity goals and minimize travel time.
• Seeks opportunities to improve service quality, increase productivity and minimize waste.
• Documents all service events, important employer information and participant contact notes in Salesforce/CRM application for both field and office contacts and counseling sessions.
• Reports all activity results, meeting topics, participant attendees & counseling sessions on service visit summary sheets. Post all activity results in a management activity report workbook.
• All documenting, reporting and posting of service events, attendees, counseling, contacts and activity results must occur within 30 days of its occurrence, or sooner when possible.

PRIMARY COMPETENCIES:

• Service Orientation - Dedicated to meeting the service expectations and requirements of all external member employers and participants as well as internal Board Members, management and staff members. Establishes effective relationships with all aforementioned external and internal partners, and works at building and maintaining their trust and respect.
• Teamwork/Relationship Management - Ability to work cooperatively with others in the accomplishment of joint tasks and common objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect.
• Problem Solving/Analytical Thinking - Ability to identify and define problems, and create solutions. Looks beyond the obvious and doesn't stop at the first answer. Ability to see the “big picture” and understand how the various parts of an organization fit together.
• Communications - Demonstrates clear effective communication skills (listening, written, verbal & nonverbal) in all settings (email, individual counseling and group meetings). Expresses one's needs, wants, opinions and preferences without offending the sensitivities of others. Listens with objectivity and clarifying messages. Gives and receives feedback & guidance appropriately.
• Achievement Orientation - Consistently meets/exceeds the goals and objectives set by CRA, self and others. Explores ways to improve service, and work habits, in an efficient and cost- effective manner. Maintains a healthy balance between both the quality and quantity of services provided.
• Accountability - Accept responsibility for the impact of all communications and actions that arise in the normal course of work interactions and activities. Quickly and willingly addresses any under-performance of responsibilities and expectations with the parties involved, with the intention of repairing, building and maintaining healthy working relationships at all times.

SPECIFIC REQUIREMENTS (Experience, Knowledge & Skills)

• Three to five years of experience in a service capacity with public or private sector retirement plans, personal financial planning or related financial (retirement & investment) services experience.
• Solid knowledge of public or private retirement plans - 401(a), 457(b), 401(k), 403(b), IRA, Roth, etc.
• Solid knowledge of retirement & investment planning principles & practices.
• Professional certifications preferred-Certified Retirement Counselor, Certified Financial Planner, etc.
• Well-developed problem-solving and analytical skills.
• Able to provide accurate, valid and complete information by using the right methods and tools.
• Exceptional communication skills (listening, written, verbal & nonverbal) email, counseling & group.
• Exceptional relationships management skills, a history of maintaining strong working relationships.
• Highly organized with well-developed event planning and scheduling skills.
• Able to work independently and exercise personal discernment and discretion when making decisions and performing job duties.
• Attention to detail, consistent follow-up for the full lifecycle of the activity, from start to finish, accepting responsibility for not just the activity but for the outcome as well.
• Bachelor's degree in business, finance, communications or similar; or equivalent work experience.
• Proficiency with Microsoft Outlook, PowerPoint, Word, Excel, SalesForce (CRM/client relationship management applications) and financial calculator applications.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

• Ability to travel 7 to 10 days a month using a CRA vehicle to provide service to CRA member employers, exclusively in the State of Colorado.
• Light physical effort required, handling meeting supplies, a projector and a laptop, 10 to 20 pounds.
• Must have a safe driver's record.
• Normal office environment.

Note: This is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Job Type: Full-time

Pay: $70,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Weekly schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• retirement planning or related financial services: 3 years (Preferred)

Work Location: On the road