Client Account Representative

Customer satisfaction and loyalty are essential to the success of the Group Retirement Solutions business. The Client Account Representative supports all Customer Experience areas and Field offices with services for all Notional plans within Plan Sponsor Services and serves as the single point of contact for day-to-day service. This role contributes by ensuring service-related issues are managed within specified time frames, coordinating the resources required to deliver the best customer experience, and devising and implementing effective short- and long-term solutions.

The successful candidate will manage clients in partnership with Field offices, communicate with partners across the business for convergence clients, and work closely with other Customer Experience teams on activities related to their assigned group of clients.

• Provide high-quality service for Notional’ s challenging cases by responding effectively to customers’ questions, issues, and problems (written and verbal responses). Customers may include internal partners, plan sponsors, and plan members.
• Accountable for initial investigation of operational errors within Plan Sponsor Services
• Coordinate (with cross functional areas) to deliver client solutions – providing a single point of contact for service.
• Support external clients and internal clients by providing knowledge and expertise; may be called upon to attend face-to-face meetings with Plan Sponsors and or internal partners.
• Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base roles are clear, workflow is smooth, and service is seamless.
• Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
• Acknowledge internal and external client emails same day when received by 2pm EST and reply to voice mail same day.
• Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future, process documentation updates (and include working with client on processes/best practices to provide quality work).
• Serve as primary intake for reconciliation requests, provides support for internal areas to understand requirements plus expected outcomes and work with client to manage expectations – advocating for successful resolution.

• Strong customer service experience demonstrating proven ability to manage and foster relationships with both internal and external partners.
• Strong knowledge of workflows, procedures, and the functionalities, complexities, and limitations of GRS systems.
• Good understanding of applicable legislation and/or privacy regulations and guidelines.
• Thorough knowledge of the area’s business, systems, and procedures, with the ability to understand and align work to customer objectives.
• Strong interpersonal, communication, and presentation skills.
• Strong math skills used to reconcile financial reports and work with financial data.
• Proficient understanding of Excel and Word-based programs, including PowerPoint.

• Proven ability to quickly and easily adapt to changes to meet customer needs.
• Demonstrated strength in evaluating the feasibility or practicality of ideas, assessing risk and trade-offs, and making informed and timely decisions.
• Good negotiating and influencing skills.
• Proven ability to quickly and easily adapt to changes within the business and organization and move from supporting one assignment to another.
• Innovative thinker who generates new and unique ideas, approaches, and solutions to problems and opportunities and openly questions traditional assumptions and procedures.
• Takes the first steps to act on ideas and…