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, overseeing the daily record-keeping and administration of an 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.

• 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

• 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, and compliance testing.
• Demonstrate the ability to communicate effectively to a variety of audiences.
• 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.

• 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. Participate on calls with Client Service Specialists where greater technical and/or administrative knowledge is required.
• 40% Maintains book of clients and performs client service tasks.
• 15% Ensures procedures and changes to processes are updated and effectively introduced to the Service team. Assists Manager of Client Services with projects. Provides technical research assistance to other team members. Provides training to Client Service team as needed on regulatory, internal processes, and procedure changes.
• 5% Performs other duties as assigned.

• Communicates effectively with internal and/or external customers.
• Stationary 75% of time or greater.
• Moves objects to a maximum of 10 lbs.

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.

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.

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.

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.

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.

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

NBT has built a reputation as a stable financial institution by growing our people…