Client Service Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
Responsible for the day-to-day management Institutional Retirement Products( Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between RPWS (Retirement & Personal Wealth Solutions) and other business partners to ensure that high quality and comprehensive client service is provided to RPWS clients.

Responsible for the day-to-day management of Equity AwardChoice and ESPP clients (Plan Sponsors). Client Service Managers (CSM) assist Plan Sponsors with inquiries related to individual participant issues, help with system setup, assist with reporting inquiries, provides for problem escalation, and takes the lead on event management (i.e. award/data uploads, upcoming vesting and expiration events, etc.). Act as liaison between Workplace Benefits and other business partners to ensure that high quality and comprehensive client service is provided to Workplace Benefits’ clients.

Responsibilities:

• Train plan sponsors on how to use the Award Choice and ESPP platform to support their participants and drive financial wellness.

• Stay abreast of new product developments and industry trends.

• Provide assistance to plan sponsors in the planning of their annual events.

• Manage and lead corporate events such as events; mergers, acquisitions, new product rollout and plan changes.

• Liaison between plan sponsor and internal business partners.

• Establishing client relationships, hosting client calls, inquiry response/research, account maintenance and analyzing questions, requests, and problems.

• Demonstrated ability to take ownership of client and internal issues and see them through to resolution with minimal supervision.

• Provide client-specific information to our RBCC (Retirement Benefits Contact Center) agents to ensure satisfactory participant servicing.

• Participate in in-person client and prospect meetings

• Responsible for providing work direction, guidance, and expertise to less experienced associates and may provide training to associates on new and complex initiatives.

• Support team by assisting in the completion of special projects as required

Skills:

• Client Management

• Customer and Client Focus

• Problem Solving

• Active Listening

• Customer Service Management

• Relationship Building

• Account Management

• Business Acumen

• Project Management

• Stakeholder Management

• Excellent communicator (both verbal and written)

• Well organized and client focused

• Must have a minimum of 5 years related experience

• Exceptional follow-up and follow through skills

• Ability to adapt their style to that of the client

• Ability to handle multiple large and complex corporate relationships

• Aptitude to learn a complex system platform

• Ability to interact effectively with Senior HR and Finance executives

• Superior project management skills

Desired Skills:

Bachelor’s Degree strongly preferred or equivalent experience

CEP Designation or working toward

Strong Excel, PowerPoint and Access skills

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: 

Pay Transparency details