Lead - Retirement Plan Account Manager - Remote (2200000V)
Primary Location : UNITED STATES-NJ-Secaucus
Other Locations : UNITED STATES-NC-Charlotte, UNITED STATES-NY-SYRACUSE
Organization : Equitable
Schedule : Full-time
At Equitable, our power is in our people.
We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?
Primary responsibility for the management of Retirement Plan Account Managers within the 401(k) Customer Contact Center. Mentor and develop direct reports, providing coaching for their professional growth, and their ability to function as a team. Participate and lead intra and cross site initiatives for delivering the most efficient and affective customer service including interactions with the back-office vendor. Direct oversight and responsibility of Retirement Plan Account Managers to ensure compliance with IRS, DOL, FINRA, SEC, and state regulations for group variable annuity. Oversee and coach Retirement Plan Account Managers on complex service issues and successful client relationship management. Cultivate relationships with retail and 3rd party distribution partners to support division objectives. Attend conventions and meetings as required. Develop and maintain relationships with outside vendors and Group Retirement Executive Management as required. Handles escalated issues and provides guidance and training to Retirement Plan Account Managers.
In addition, this position serves as primary contact for a limited block of assigned plan sponsors, advisors, and brokers for more complex or sensitive plans. Acts as liaison between plan sponsors and various internal groups. Promotes customer satisfaction through effective service delivery and ensures prompt and effective response to all plan sponsor inquiries. Responds to plan sponsor's requests on a variety of issues, including plan amendments, compliance testing, plan assignments and plan terminations. Demonstrates a full understanding of the plan sponsor and their plan, the administration of the plan, the client's sensitivities, needs, and objectives. Understands the product, systems, and applicable IRS and DOL regulations. Thorough knowledge of product features and transaction processing
Recognized as a technical resource providing assistance to Associates and Managers. Coordinates and contributes to the research and resolve of complex casework. Handles escalated cases with minimal direction and supervision from Lead manager. Coaches, develops and supports team members. QA for complex casework. Compiles data and provides analytics for as required for Management reporting. Responsible for maintaining and reporting of all Call Center metrics. Design and implement ad hoc reporting as requested by management. Responsible for assisting with developing and conducting Product training. Retirement Plan Fundamentals course work required or to be completed in 6 months. ASPPA Retirement Plan Fundamentals coursework preferred. This course must be taken and passed within 12 months of hire date.
Skills required to ensure your success include:
Client Relationship Management: Knowledge of client relationship; ability to address issues critical issues to meet client needs and maintain engaged, partnering relationship with business partners and clients. Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness. Communicating Complex Concepts: Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience. Continuous Learning: Understanding of the rationale behind the necessity to continually learn and grow and the ability to seek performance feedback and identify approaches to improve own performance and that of others. Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution. Customer Support Operations: Knowledge of customer support techniques, tools, technologies, and best practices; ability to utilize all aspects of customer support operations to manage a call center. Customer Support: Trends and Directions: Knowledge of the marketplace and new developments in customer support; ability to predict trends related to the Customer Call Center or Support function. Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies. Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker. Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. Relationship Building: Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions. Results Orientation: Knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion. Staff and Career Development: Knowledge of available internal and external learning resources and ability to address learning, training, and career development needs of individuals, teams or organization. Telephone-Based Customer Servicing: Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone. Diversity, Equity and Inclusion: Demonstrates a commitment to Diversity, Equity and Inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating for change.
College graduate (Bachelor's degree) or equivalent combination of education and work experience.
5+ years within Financial Services Industry/Strong background in 401K plan service or administration highly desired.
2+ years of Leadership experience managing others or Team Lead experience.
At Equitable, we're a team of over ten thousand strong; committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.
We turn challenges into opportunities by thinking, working, and leading differently - where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.
We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.
We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose.
Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.
NOTE: Equitable participates in the E-Verify program.
If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at [email protected] .