Client Services Manager
In 2014, President Obama signed into law the Achieving Better Life Experience Act. This act created tax-advantaged savings accounts for individuals with disabilities and their families. Ascensus has partnered with several states to make these savings account available to thousands of special needs individuals and their families.
Reporting to the Director of Client Services, the ABLE Client Services Manager will supervise a group of personnel performing a variety of job functions within College Savings Client Services. The ABLE Client Services Manager is responsible for the oversight of call center and transaction processing. This includes but is not limited to ABLE plan financial and non-financial data entry, research and client communication.
The ABLE Client Services Manager must have a strong understanding of the financial services industry and tax-advantaged savings plan vehicles. Demonstrated supervisory and cross-site and cross-functional technical aptitude is a must in this role. The ideal candidate will be able to demonstrate the capability to work in a fast paced environment with the ability to schedule resources to address high seasonal volumes.
The ABLE Client Services Manager will be required to identify and address improvement opportunities through training, talent management, business process and/or technology improvements. Trends in quality, timeliness, productivity and other key metrics must be monitored daily to identify issues and course correct as needed. The selected candidate will be required to obtain any necessary financial services supervisory licenses if not already held.
Essential Duties and Responsibilities:
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.
Deliver integrated, end-to-end service to all ABLE programs. Use end-to-end insights to improve productivity, quality/accuracy, streamlining and simplification of processes, unit cost and overall costs, and customer experience. Proactively communicate with peers and colleagues successes and insights gained from changes in operations in ABLE that could be extended into the larger organization.
Ensure all key financial, service, quality and productivity metrics are achieved. Consistently achieve contractually obligated productivity, timeliness and quality standards
Perform effective and timely workforce planning and management across all core functions. Proactively adjust staffing across functions and negotiate with Client Services leadership colleagues to borrow or lend staff as appropriate.
Facilitate and participate in calls with partners as needed; develop and maintain internal and external relationships across the organization.
Partner with Director and peers in creating and managing a strategic plan for all areas of the operation; recommend proactive improvements with a budget conscious viewpoint.
Periodically assist, coordinate, and manage large scale cross company projects
Oversee the processing of a diverse range of financial and non-financial transactions
Manage critical escalated issues and cases and communicate updates to the senior executive team and key business partners
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.
Ensure all procedures are current and meet FINRA and SEC guidelines
Performs other duties as assigned
Performance Management of a team
· Motivate, provide direction, support, coaching and mentoring to the entire team and coach team leaders / members
· Ensure policies and procedures are followed by the group
· Screen candidates for potential employment and make final hiring decisions for the department
· Use decision making skills to work through difficult situations in conjunction with partners and other functional units across the organization.
· Ensure compliance with all company and industry policies and regulations
Located within commutable distance of one of the following Ascensus College Savings sites: Warwick, RI or Tucson, AZ
5+ years of experience within a client service setting within financial services.
2+ years of management experience within service operations
Familiar with standard concepts, practices, and procedures within transfer agent and financial services
Strong analytical, problem solving, organizational, interpersonal, and communication skills
Experience and judgment to plan and accomplish goals/objectives
FINRA Series 6 or 7 license is required – if not already held, within six months of hire
- Collaborative, idea-sharing environment
- Professional development
- In-house training
- Tuition reimbursement
- Generous reward programs
- Paid time off (additional purchase plan)
- Medical, dental & vision benefits
- Health savings account (employer contribution up to $1,100)
- 401(k) & 529 match programs
- Volunteer/charitable-giving programs
- Business casual dress