Customer Service Manager - Savings Plans

Job Description

Performs a variety of customer service and supervisory duties related to the day to day operations of the Defined Contribution department.

Essential Job Functions and Duties

• Meets all team deadlines and responsibilities, develops team members to maximize potential, helps team members meet goals, welcomes newcomers, and promotes a team atmosphere.
• Supervises training, sets employees goals, coaches, delegates assignments, coordinates special training, maintains quality control and setting goals and priorities in a timely and efficient manner.
• Supervises the day-to-day operations of the Defined Contribution Specialists team and monitors work flow to assure timely completion.
• Assists and makes recommendations in evaluating worker performance, job retention, advancement, discipline and discharge. Participates in recruitment and selection process for new hires
• Monitors the ACD (telephone) and web site to ensure systems are operating properly, and information provided on the web site is current and correct.
• Directs and schedules working hours for the day to day customer service related operations of the Defined Contribution department, including ACD and walk-in customer support.
• Serves on various committees, as assigned.
• Assists the Operations Manager in writing, editing, and managing communication materials, forms, departmental policies, and procedures.
• Supervises the DC Department quarterly statement process.
• Responds to e-mail inquiries and assists with the message center responses, as needed.
• Trains, directs and manages staff in the processing of withdrawals, loans, W-4P's, hardship applications, rollovers/transfers, 70 1/2 minimum distributions (RMD), balance verification requests, mail, and other processes as assigned.
• Works closely with the Operations Manager, IT department, and other departments to develop and implement new (or changing) programs and procedures, including the development and updating of computer processes, data bases, web applications, and the Image/Case Management programs.
• Monitors activities, communications and information provided to participants and prospective participants, to assure compliance with plan provisions, the Internal Revenue Code, regulations, and state statutes.
• Investigates and resolves statement problems, account adjustments, and participant complaints.
• Reviews counseling performed by specialists and monitors staff activities to assure delivery of quality services.
• Educates plan participants regarding plan provisions and provides telephone and walk-in customer service.
• Maintains regular and reliable attendance.
• Maintains strict confidentiality.
• Performs other related duties as requested.

Required Experience

Education and Experience

Bachelor's degree in business administration, accounting, finance or a related field; and three (3) years of pension and/or defined contribution plans or related experience; or an equivalent combination of education or experience.

CFP, CPA, CEBS, CRC, QKA certifications are preferred.

Knowledge, Skills, and Abilities

This list contains knowledge, skills, and abilities that are typically associated with the job. It is not all-inclusive and may vary from position to position:

Required technical skills include the working knowledge and ability of:

• Computer operations and technical software applications.
• Microsoft Office Suite.
• Workflow and document imaging applications.

Required mathematical skills include working knowledge of:

• Calculating figures and amounts such as interest, rates of return, and percentages.
• Budgeting, accounting and related statistical procedures.
• Apply basic concepts of algebra.

Required retirement knowledge includes:

• Considerable knowledge of purposes, principles and theory of 401(k), 457, Traditional IRA, and Roth IRA savings plans.
• State and federal retirement laws.
• IRS and US Treasury codes and regulations.
• URS policies and guidelines.
• Analyze a variety of retirement issues and problems and make recommendations.

Must possess excellent communication skills:

• Ability to read, analyze, and interpret common technical reports, policy, and legal documents.
• Ability to respond to inquiries and complaints from members, or employers.
• Write articles for publications that conform to a prescribed style and format.
• Occasionally present to department staff and URS administration.

Must have the ability to:

• Motivate staff.
• Establish and maintain effective working relationships with professionals, executives (public and private) department heads, co?workers, members, and the public.
• Follow written and verbal instructions.
• Prioritize work.
• Perform within deadlines.
• Work well in a team environment as well as independently.
• Multi-task by handling a variety of duties in a timely and efficient manner.
• Follow through with assignments.
• Deal effectively with stress caused by workload and time deadlines.

The incumbent must always demonstrate judgment, high integrity, and personal values consistent with the values of URS.

Work Environment

Incumbent performs in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities which do not generally involve muscular strain, but do require activities related to walking, standing, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity required to perform essential functions.