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Client Service Manager

Posted on Apr 11, 2019 by Ascensus

Tucson, AZ 85747
Call Center & Customer Service
29 Mar 2019
Annual Salary
Full-Time
Here's your opportunity to explore a career with a growing organization that is located in Tucson, AZ! We are Ascensus, the largest independent retirement and college savings services provider in the United States, helping over 8 million Americans save for the future. We are looking for client-focused talent who want to learn our business, embrace our core values, and work within a team environment - helping clients every day. If you can see every interaction as an opportunity to achieve client satisfaction by problem-solving, consulting and communicating effectively, we want to talk with you! Join us for an engaging evening networking with our leadership and talent acquisition team to learn about what we do, why our associates love working here, and how we can help move your career forward. There will be a brief presentation about our culture, followed by a meet and greet with leaders and associates currently in the roles we're looking for. When you join our team, you go to work every day knowing that what you do matters. Your efforts can help someone achieve a financially secure retirement or ensure a child gets a quality education. It's a rewarding way to spend your day. To be considered for this Career Networking Event, please apply. Please note, resume submission is not an RSVP to the event. To be invited to the Ascensus Career Networking Event, an invitation must be extended by Ascensus after passing a phone screen. Position Purpose: Responsible for managing a staff of associates in the delivery of excellent client service to plan sponsors, brokers/agents and financial partners in all aspects of retirement plan services. The Manager will lead the staff in maintaining service standards and an environment that promotes achievement and professional growth. Essential Duties and Responsibilities: • Motivate, lead and support team members to provide excellent customer service by ensuring that staff is properly trained to respond to inquiries in a professional manner. • Participate in the hiring process by conducting interviews and evaluating candidates. • Responsible for providing team members with substantive, periodic feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal. • Monitor service levels and telephone calls productivity. • Review and act upon daily production reports. • Plan and organize workflow in order to meet service commitments. • Produce weekly/monthly production reports outlining completed cases and pending cases. • Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives. • Coordinate the successful training and instruction of new associates. • Develop staff on industry knowledge, general business skills set, and professional development. • Develop workflow alternatives that will streamline the production process, including the identification of opportunities for improvement, make recommendations for changes and help implement those changes. • Perform other duties and special projects as assigned. • Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. • The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture. Minimum Requirements: • Bachelors Degree required. • Advanced degree or industry specific certification (ASPPA, CEBS, etc.) strongly preferred. • 3-5 years supervisor/managerial industry experience. • 7-10 years overall industry experience. • Proficiency with Microsoft Office. • Comprehensive knowledge of Ascensus record keeping system and retirement plans; or experience in recordkeeping systems at other recordkeeping providers. • Excellent analytical and problem solving skills • Ability to work well under pressure with multiple priorities and deadlines • Superior Interpersonal Skills. • Superior Presentation Skills. • Superior Written and Oral Communication Skills. • Superior Conflict Resolution Skills. • Superior Project Management Skills. • Superior Coaching and Mentoring Skills. • Superior Time Management Skills. • Must be able to travel.
Category: Customer Service , Keywords: Client Services Manager

Reference: 692127050