ESOP - Client Service Manager

What You'll Do

As an ESOP Client Service Manager 2 on our Employee Stock Ownership Plan (ESOP) Administration team, you’ll establish and maintain effective relationships with ESOP clients to ensure growth, profitability, and retention in retirement services by providing high‑quality, efficient, and prompt service to meet customer expectations. You will partner with retirement plan service representatives and client advisors to enhance relationships between customers and the company while independently handling and coordinating all aspects of a multi‑process service offering for a designated group of clients.

Here are some examples of the kinds of things you'll do:

• Perform accurate recordkeeping of client reporting and processing, owning the complete process, analyzing client source data, interpreting individual custom plan documents, preparing employee status and plan‑level trust/financial reports, processing complex allocation transactions, and producing final client and custom participant statements.
• Identify and perform all compliance testing and analysis, detailed distribution and diversification policies and processing, plan termination and de‑conversion, legislation and technical knowledge, and develop extensive working knowledge of various operating systems and other proprietary applications.
• Lead and coordinate the ESOP annual process with both internal and external partners, documenting plan‑specific components to ensure accurate recordkeeping.
• Build and manage relationships with internal business partners, clients, and outside advisors. Participate and/or conduct client visits to handle administrative issues and proposals.
• Maintain or exceed profitability goals by invoicing accurately and timely, monitoring accounts receivable, reviewing client fee schedule, and meeting productivity and quality goals.
• Connect with clients proactively to assist with questions, plan complexity discussions, education, participant data, and plan administration procedures.
• Promote team development through shared knowledge and information with team members, working to resolve complex situations and providing technical assistance to other internal roles on procedures and task‑related problems.
• Perform other job‑related duties or special projects as the need arises.

As the #1 recordkeeper of Employee Stock Ownership Plans, Principal provides a wide range of expertise and support to our clients serving nearly 1,200 custom plans involving various levels of complexity. You will proactively assist clients in understanding requirements, plan language, and provide a wide range of services and proactive consulting in a talented team environment.

• 4+ years of accounting or finance or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education.
• 2+ years of ESOP experience.
• Associate’s or Bachelor’s degree preferred.
• Organizational skills and attention to detail, with the ability to manage multiple priorities and deadlines.
• Must have the ability to balance working independently while working in a team environment.
• Effective communication skills, both verbal and written, with the ability to convey complex information clearly and concisely.
• Travel as needed.

• Proficiency in Microsoft Office Suite, with strong emphasis on Excel and the ability to use spreadsheets to organize, analyze, reconcile, and validate data.
• Advanced Excel knowledge required, including the ability to use XLOOKUPs, VLOOKUPs, pivot tables, formulas, filters, and other tools to process information quickly and efficiently; experience using or creating macros is preferred.

Salary ranges below reflect targeted base salaries. Non‑sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will…