Client Service Team Lead

Pay Range: $64,367.00 - $94,394.00

Deliver and/or manage client service team members to provide exemplary client service. Act as a go to lead on day to day operations, by overseeing the daily record-keeping and administration of assigned book of business. Work to ensure EPIC RPS standards are met to promote the highest levels of client satisfaction, retention, and additional revenue growth opportunities.

Education and Experience:

• Associate's degree and five (5) years of related experience or equivalent combination of education and experience
• Direct experience in senior client service role or equivalent preferred
• ASPPA Qualified 401(k) Administrator (QKA) designation

Skills and Abilities:

• Demonstrated leadership aptitude.
• Demonstrated knowledge of ERISA requirements and experience with administering a broad range of qualified plans. Position requires the ability to understand complex allocations such as, new comparability, integrated plan formulas, earned income calculations, compliance testing.
• Demonstrate the ability to communicate effectively to a variety of audience
• Ability to read and interpret documents such as procedure manuals and technical procedures. Ability to write routine correspondence. Ability to speak effectively with both internal and external contacts.
• Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must have knowledge of advanced Microsoft Office applications

Tasks Performed:

• 40% Directs the day to day workflow of the teams as needed. Maintain open line of communication with all staff. Assist team members with escalated client issues. Identify and escalate priority issues to Manager of Client Services as needed. Participant on calls with Client Service Specialists where greater technical and/or administrative knowledge is required.
• 40% Maintain book of clients and ability to perform client service tasks.
• 15% Ensure procedures and changes to processes are updated and effectively introduced to the Service team. Assist Manager of Client Services with projects. Provide technical research assistance to other team members. Provide training to Client Service team as needed on regulatory, internal processes, and procedure changes.
• 5% Performs other duties as assigned.

Physical Requirements:

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

Why Work at NBT

At NBT we empower people to grow, innovate, and thrive through meaningful work, a supportive culture and opportunities to make a real impact in your community – because your success drives our success. 

Wellbeing 

At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements, so you can thrive both personally and professionally. 

Community Involvement 

NBT believes community involvement fosters our success and the success of those around us. Through volunteer service and charitable partnerships, we empower our employees to make a positive impact beyond the workplace. 

Culture 

NBT believes in creating a workplace where every voice matters and every team member feels empowered to contribute. With supportive leadership, we foster an environment where employees are connected, inspired, and valued. 

Career Development 

Whether you’re just starting your career or serve in a senior leadership role, your growth and development are our priority. NBT provides a wide variety of development programs and tools for you to reach your full potential. 

Total Rewards 

NBT recognizes and rewards your contributions with competitive compensation, comprehensive benefits and performance-based incentives – ensuring you feel valued every step of the way.   

Business Stability 

NBT has built a reputation as a stable financial institution by growing our people and our business, evolving our processes and managing risk. We've weathered the market's ups and downs for over 165 years, all while charting a well-defined growth plan. 

Benefits for Full-Time Employees: 

• Generous Paid