Co-op, Associate Client Service Manager

Job Description:

The Associate Client Service Manager (CSM) is part of the Client Service Management team within the DC Plan Services organization. This role serves as the primary client-facing associate responsible for maintaining the operational integrity of the retirement plan.  The Associate CSM works in a team-based service environment and is accountable for plan-level record keeping and operational activities related to the tax-exempt church retirement plans that utilize the Simplified Contribution Platform (SCP).  SCP is an online portal through which plan administrators (e.g. church treasurers or business directors) submit retirement plan contributions for their employees. 

The ACSM provides frontline customer service support to SCP users, who are responsible for the operational plan design and ongoing administration of their church retirement program. This role also coordinates and prioritizes the efforts of the operational service team and serves as the escalation point for plan-level operational issues. It supports clients in a “pooled” service model, meaning there is no dedicated book of business for this role. 

This is primarily a phone-based role, typically taking 20-30 inbound calls from plan administrators daily, depending on the time of year (e.g.: higher during year end). Service requests, emails, projects, and other responsibilities will fill in the time between calls. Our hours of operation are 8:00 AM - 6:00 PM ET. 

Primary Responsibilities 

• Respond to SCP client phone calls regarding plan and participant-level issues 

• Address client emails related to the Simplified Contribution Platform 

• Provide SCP training and support to clients 

• Assist first-time SCP users with platform access